Public relations is something that anyone running a business should always keep top of mind.
Case in point: A wonderful business trip I took to Puerto Rico last week was tarnished by a disastrous experience with American Airlines.
The problem occurred with my return flight: Apparently, the airline was having computer issues but failed to communicate these issues openly and honestly with those of us in Puerto Rico waiting to fly to Miami. As a result, I arrived home 12 hours late, exhausted and more than a little peeved about my customer experience.
Here are a few things that you can learn from my experience so that you don’t make the same mistakes when an unexpected crisis happens to your business. There are many steps to a thorough “crisis PR” plan, but here are a few you can work on today.
1. When you have a problem, keep the lines of communication open with everyone on your team.