Learn how to handle client dissatisfaction with your PR crisis communication strategy by listening, reassessing, and collaborating for better outcomes.

It's important to establish clear boundaries and maintain your role as the PR expert. Create a structured feedback process that allows for client input while preserving your strategic autonomy. Set up regular strategy reviews to align expectations, discuss progress, and make necessary adjustments. Use these sessions to educate the client on crisis communication principles, emphasizing consistent messaging and measured responses.

Last updated on Aug 9, 2024

How do you handle a client who is dissatisfied with your crisis communication strategy during a PR crisis?

In the realm of Public Relations (PR), a crisis can erupt unexpectedly, putting your crisis communication strategy to the test. When a client expresses dissatisfaction with your approach, it's crucial to navigate the situation with care and professionalism. Here's how you can address concerns and steer the ship back on course during these turbulent times.

1 Listen First

The first step in resolving any issue is to listen actively. When a client is unhappy with your crisis communication strategy, it’s essential to understand their perspective thoroughly. Allow them to express their concerns without interruption. This not only helps in identifying specific issues but also demonstrates respect for their viewpoint, which can help to de-escalate the situation and lay the groundwork for a constructive dialogue.

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Abdelshafy Atallah

Media Analysis | Public Relations | Media Monitoring | Public Relations | Social Media Marketing | Media Relations | Client Servicing.
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When a client is dissatisfied with your crisis communication strategy, first listen carefully to their concerns without interrupting. Acknowledge their feedback, ask clarifying questions to fully understand their issues, and show empathy. This helps to build trust and demonstrates your commitment to resolving the problem.

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Md. Raziuddin

Assistant Vice President & Head of Brand Marketing and Communications | EMBA in Marketing | Driving Brand Growth and Innovation
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Successfully listening to clients' input and briefs is 50% of the job. The remaining 50% requires good strategy, administration, and execution. PR professionals may misinterpret PR requirements during planning. PR professionals must actively listen to clients, grasp their expectations, and learn how they plan to resolve the issue. Thus, PR experts must inform customers of the media and market situation and adjust the plan. Setting deadlines, providing practical answers, and organizing follow-up meetings show respect and dedication and set the stage for future engagements.

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Mohammad Zaid

Business Analyst at Borgfy | Venture Studio-Building Tech Ideas | MBA | Digital Health | Mobile Apps
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- Listen Actively: Understand the client's concerns and perspective fully. - Clarify Rationale: Explain the strategy's reasoning and alignment with their objectives. - Offer Solutions: Propose adjustments based on their feedback. - Maintain Transparency: Keep them informed and reassured throughout the process. - Demonstrate Commitment: Show flexibility and dedication to resolving issues promptly.

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2 Assess Strategy

After listening to your client's concerns, take a step back to objectively assess your crisis communication strategy. Consider the feedback and determine if there are legitimate areas for improvement. This might involve re-evaluating your messaging, the speed of your response, or the channels used to communicate. Remember, the goal is to protect and repair the client's reputation, so be open to adjustments that could enhance the effectiveness of your strategy.

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3 Provide Insight

Once you’ve assessed the situation, provide insight into the rationale behind your strategy. Explain the principles of crisis communication, such as transparency, timeliness, and consistency, and how they apply to the current crisis. This educational approach can help clients understand the complexities involved and why certain decisions were made. It’s an opportunity to reaffirm your expertise and commitment to their best interests.

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4 Collaborate Closely

To rebuild confidence, involve your client in the process of refining the crisis communication strategy. Collaboration fosters a sense of partnership and empowerment. Work together to identify new objectives or modify existing ones. This joint effort not only helps in tailoring a more acceptable strategy but also ensures that both parties are aligned moving forward.

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Valeria M.

Strategic communications | Reputation management | Public Relations
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It's important to establish clear boundaries and maintain your role as the PR expert. Create a structured feedback process that allows for client input while preserving your strategic autonomy. Set up regular strategy reviews to align expectations, discuss progress, and make necessary adjustments. Use these sessions to educate the client on crisis communication principles, emphasizing consistent messaging and measured responses.

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5 Implement Changes

With a revised strategy in place, it’s time to implement changes swiftly and efficiently. Show your client that you are responsive to their needs and capable of adapting to the situation at hand. This might involve crafting new messaging, revising media statements, or engaging with stakeholders differently. Effective implementation will demonstrate your ability to respond to feedback and take decisive action.

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6 Monitor Results

Finally, closely monitor the results of the updated crisis communication strategy. Provide your client with regular updates on how the strategy is being received by the public and media. This continuous feedback loop is essential for making real-time adjustments and shows that you are actively managing the crisis. It also reinforces the collaborative nature of your relationship with the client, building trust and credibility.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you handle a client who is dissatisfied with your crisis communication strategy during a PR crisis?

1

2

3

4

5

6

7

1 Listen First

2 Assess Strategy

3 Provide Insight

4 Collaborate Closely

5 Implement Changes

6 Monitor Results

7 Here’s what else to consider

Public Relations

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How do you handle a client who is dissatisfied with your crisis communication strategy during a PR crisis?

1

2

3

4

5

6

7

1 Listen First

2 Assess Strategy

3 Provide Insight

4 Collaborate Closely

5 Implement Changes

6 Monitor Results

7 Here’s what else to consider

Public Relations

Rate this article

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