Positioning Crisis to Look Like a Clever Plan
It's the holidays. And winter weather. Anything can happen to the best of our marketing plans, along with product or service delivery, no matter what time of year. So what is your plan if your biggest product shipment, event or other signature aspect of your organization is snared in a dizzying downward spiral because of circumstances out of your control? And how do you respond so, in the end, the boss says, "Your actions give the impression that this was a clever plan all along."
If you're like many direct marketing organizations, you don't feel you have time to plan for crisis. As many of our long-time followers know, we do pro bono work for a performing arts organization in the Dallas-Fort Worth area. The first weekend of December was to be the group's annual Christmas Shows, and for the first time in its history, the entire region was iced in. Three out of four performances had to be cancelled—at the last minute. They have been rescheduled, but we focused on one thing at a time through the scheduling crisis.
With that fresh experience behind us—and the lessons we learned about how to successfully keep ticket cancellations and refunds to a minimum—we offer these 10 recommendations that, someday, you may need to use in a crisis:
- The Customer Comes First There will be anguish about cancelling a delivery, event and more. But the customer's personal safety, expectations and experience must come first. They will remember how you handled a crisis for years.
- Present a Solution, Not a Problem Foster a culture in your organization so that no one drops a problem at your footsteps and doesn't offer a solution. Encourage problem solving and solution offering. If you're not all in the same physical location, get on the phone. Email and texts are a lousy way to encourage dynamic creativity and solve problems.
- Communicate Internally First. In crisis mode, it's easy to think the customer must be notified first. Our experience: internal decisions must be communicated to everyone inside the organization first because there will be those on your staff who are posting on Facebook or Twitter. They're intent is good, they want to help. But if they have any detail wrong, it can confuse and damage your reputation.
- Be Transparent and Truthful. Your customers, patrons and donors deserve the unvarnished truth. In our case, the reason for cancellation was obvious. But customers deserve to know that you're working on solutions. Tell them what you're doing through social media and via email.
- Empower One Individual to Push the Messaging Buttons. This isn't to say that others shouldn't help implement the plan. The point is that one person calls the messaging shots and gives direction so your organization (including the top) speaks with one voice.
- Update Your Website Minute to Minute. Watch your analytics reports and you'll see quite quickly that your customers will look at your website first. Have it update-to-date by the minute. Use in-your-face graphics, in a prime location on the home page, with your announcement.
- Mobilize Communications Immediately. In the old days, we would have done our best to make thousands of phone calls. Thankfully today, email and social media can get out the word quickly. Email segmentation allowed us to pinpoint exactly which patrons were directly impacted, and they were sent an email (without distracting thousands who are on the email list but not affected).
- Constantly Monitor Social Media. Social media announcements of this magnitude spread in minutes. If you have staff or volunteers, tell them exactly what you should say. Often your customer wants to help you and spread your message for you. Give them the information. Then monitor comments so you can answer questions and clarify misinformation.
- Enhance Your Product Once Delivered. Most likely your product is, well, your product. It can't be changed. But you can include a gift or bonus for the inconvenience. Or make light of the situation through messaging and give your customers an even better experience.
- Stay Calm and Carry On. The best compliment you can receive after the worst is behind you is, "Your actions give the impression that this was a clever plan all along." How do you build successful teams? Foster an encouraging, solution-driven culture. And don't permit your organization to become paralyzed in the decision-making process.
Hopefully you'll never have to manage a crisis. We don't want to have to ever do this again.
If you're curious about how the messaging was handled for this organization, you can read the details here through the end of December.
Reinventing Direct is for the direct marketer seeking guidance in the evolving world of online marketing. Gary Hennerberg is a mind code marketing strategist, based on the template from his new book, "Crack the Customer Mind Code." He is recognized as a leading direct marketing consultant and copywriter. He weaves in how to identify a unique selling proposition to position, or reposition, products and services using online and offline marketing approaches, and copywriting sales techniques. He is sought-after for his integration of direct mail, catalogs, email marketing, websites, content marketing, search marketing, retargeting and more. His identification of USPs and copywriting for clients has resulted in sales increases of 15 percent, 35 percent, and even as high as 60 percent. Today he integrates both online and offline media strategies, and proven copywriting techniques, to get clients results. Email him or follow Gary on LinkedIn. Co-authoring this blog is Perry Alexander of ACM Initiatives. Follow Perry on LinkedIn.