No MSP company is perfect. Every business makes mistakes somewhere eventually. It’s not reasonable to expect you’ll escape bad publicity. It is possible; there are always outliers in any statistical spread and your MSP is a point amidst many. However, it’s unlikely. Instead of banking on an unlikely eventuality, have a contingency plan.
You need a best-practices strategy that resolves issues before they become especially impactful. This strategy should be extensive and go beyond ideal outcomes for the greatest comprehensive impact. Here are some tips to help establish bad publicity deferral:
Bad Publicity Prevention Through Immediate Response and Management
An MSP company must first stop problems before they become operationally impacting in terms of publicity. When you make a mistake, own it and fix it as fast as you can. Keep an eye on operations and clientele, regularly checking in to ensure all is proceeding as it should.
Inform Personnel, Clientele, and Media as Necessary; Respond to News Fast
When a disaster happens either through incident or market exigencies beyond your control, inform clients and personnel, and respond to the news as quick as you can. In fact, if it’s something that will definitely be reported, be the first to break it as a show of good faith. However, if this isn’t necessary, don’t do it. Be discreet.
Apologize When Necessary and Have a Charismatic Spokesperson Handle Impact
Sometimes, your MSP must issue a public apology. Don’t neglect to do so. Have a spokesperson available make this as smooth as possible. Apologies can’t fix everything, but they do humanize.
Bouncing Back from Bad PR
When an MSP company experiences bad PR, it must take action. Apologize when appropriate, let everybody know as necessary–even the media. Respond to bad news quickly and try to fix problems before they develop into public backlash. Such tactics should help you weather bad publicity storms with greater stability.