Warren Buffett famously said, “If you lose money for the firm, I will be understanding. If you lose reputation, I will be ruthless.”
Today, reputation management is only as good as an organization’s search results. If your operations are solid, you have a responsive customer service team, and you run things ethically, the rest will sort itself out.
But you should handle reputation management with the utmost care. You shouldn’t leave it to sort itself out, though that is a good starting point.
Reputation management requires communication. It should be strategic, thoughtful and targeted.
And reputation management always comes down to this: When a bad situation arises, is it an issue or will it become a crisis?
Prevent an issue from becoming a crisis
When you face an issue that could turn into a crisis, remember that often it’s not the story that matters, but who tells it first.