PR and Crisis Management

FSB members can find contact details for our helpline by logging into their member dashboard. Alternatively you can call the helpline directly through the FSB member app.

Any unexpected event, from faults with your products to issues with your services, can become news to the public, and in turn the media – leading to a public relations (PR) crisis. For example, if your products cause injury or illness to your customers or staff, you run the risk of complaints or compensation claims. 

Effective marketing and PR campaigns are essential to help grow your business and bring new customers into the fold. However, if not planned properly with potential public relations impacts in mind, sometimes your marketing efforts can backfire. 

Responding poorly to a negative review on social media or other online platforms can sometimes do more damage than the review itself. This is a time where your customer services skills will be put to the test, and customers take note of companies who excel in diffusing situations and turn negatives into positives. With the right response, you may even win over the person who wrote the review.  

But, if the issue escalates, it’s best to call on our team of experts for support, who can help you to navigate any negative PR.