One of the first lessons I remember learning as a child was that honesty is the best policy. It may or may not have taken getting grounded a few times for it to sink in, but my parents made sure that I knew it’s always better to tell the truth, even when I’ve done something wrong.
Fast forward to 2016, and several people in the spotlight seem to have forgotten this important lesson. With recent scandals ranging from Ryan Lochte’s fabricated robbery story to the Wikileaks debacle and Donald Trump’s unending string of dishonest statements, it appears that more public figures are choosing to lie than admit their faults.
When it comes to crisis communications, owning up to your mistakes right away is almost always the best course of action. While it’s never easy to admit that you’ve screwed up, the backlash you’ll endure is much more manageable than the often irreversible damage caused by getting caught in multiple lies.
If you’re feeling stuck and unsure about how to respond to a crisis, here are some tips for how to admit the truth gracefully and help your brand recover:
Act fast. When a crisis strikes, it’s crucial to have the facts ready to share with the media before the story goes public. Staying silent about the issue creates the impression that you have something to hide, and can offer reporters the opportunity to fill in the gaps themselves. Being proactive about sharing a clear, concise message allows you to regain control of the narrative before it gets out of hand.
Take responsibility. Although placing the blame on someone else may deflect criticism momentarily, the truth will catch up to you eventually. Taking full responsibility not only shows that you are truly sorry about what happened, but also helps the public remember that we all make mistakes. You are far more likely to be forgiven for a genuine error than for intentionally lying.
Show what you’ve learned from the issue. Regain trust by showing how you’ll move forward from the matter. Creating and implementing an action plan to prevent the situation from happening again proves that you care about doing the right thing.
Although no one wants to have a crisis happen, responding in an honest, empathetic way is a true display of bravery. Mistakes are inevitable. It’s how you react that makes a difference.
What other tips do you have for responding to a crisis?