Don’t avoid those awkward conversations

Not many people relish the thought of conflict and crisis, but these issues are a fact of life, especially in the business world. Hopefully they will prove to be the exception rather than the rule, but when they do occur – and unfortunately it is usually a case of when, rather than if – companies and organisations must be prepared to face the consequences head on, and ensure their communications are timely, relevant and closely targeted.

Parts of the UK were recently ravaged by heavy rainfall, causing significant flooding and misery to thousands of people, including widespread power cuts. Media reports included interviews with disgruntled residents, angry at the levels of service they were receiving, with many bemoaning a lack of communication from the energy suppliers.

Energy Secretary, The Rt Hon Edward Davey MP, held a review into storm-related energy supply disruption in early January. He said: “Clearly, communications with customers must be at the heart of this review as in some cases households were not kept informed of what was being done to help them or when they were likely to be reconnected.”

Solid communications planning can counteract this, by preparing for ‘the worst’. Communications need to be constant in both ‘good’ and ‘bad’ times, so thinking about the issues that could occur in your particular business sector is highly advised. CBI PR can help you to do this, running through the ‘what if’ scenarios, writing holding statements that can be released quickly, and ensuring a plan is in place to keep communications constant – being proactive as well as reactive.

And don’t forget that good news can come out of disasters too. One of our clients, ServiceMaster Clean, offers specialist expertise to enable companies to get back to ‘business as usual’ swiftly, following flood, fire or other damage. We’re helping them to publicise this good news, and by keeping your customers and clients informed – and therefore supported and satisfied – you will be creating some good news of your own.

If you’d like further information on CBI’s services, call +44(0)1825 714329 or email info@cbipr.com.