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Crisis PR: Why Businesses Must Be Prepared
Smartphones and social media. Those two things are why every business should have a crisis plan in place. Why? In addition to media exposure, smartphones and social have empowered today’s “citizen journalists,” and the internet can spread a story in seconds. What’s worse, truth doesn’t always seem to matter if the story is interesting and the video compelling.
It’s easy to see why a large airliner, construction company or food distribution company has much more risk and the need for a crisis – or reputation management – plan. But if you are providing any kind of public service, thinking through what might happen and what you’re going to do is a wise decision. You might feel a little like Chicken Little – and sometimes the boss doesn’t want to hear about what might go wrong – but it’s always better to be prepared.
What questions should you ask during this process?
What is the worst that could happen?
This exercise will help you understand your weak spots, spell out why you need to be better prepared, and erase the element of surprise when something does go wrong.
When something happens, who should I call?
My recommendation is to always have legal and public relations representation on speed dial. That way, when something happens, instead of wasting time thinking through who to call, you know exactly who to call. Also, if the incident spirals then you will have help for both the courtroom jury and the jury of public perception.
Why should I invest in PR and social media?
Practitioners will tell you that both social media and PR take time and effort – neither can expect overnight results. When a company calls me out of the blue because they’ve had a crisis event, it’s much harder to get traction if we’re starting with nothing in place. Reputations are made over time, and if you aren’t building goodwill and engaging with reporters and customers, you leave yourself completely bare.
Do I need legal advice?
A lawyer can assess your risk and advise what you need to put in place to show “due diligence.” For example, if you provide an entertainment venue for minors – arcade games, put-put golf, bumper cars – it would be important to ensure that all employees are background checked to ensure you aren’t exposing children to a predator. And if an accusation does come up, you can prove that you have a robust process in place.
How might incidents escalate?
Not all do, but there is a huge possibility that once the thread frays, it easily unravels. For example, if an employee claims sexual harassment, many times other employees are emboldened to step forward with similar claims. Now there is a pattern – a story much harder to fight.
Companies that are ill-prepared are always surprisingly shocked when a crisis event occurs. But crises are nearly always predictable – maybe not exact circumstances, but you can hit pretty close to the general topic: contamination, injury or fatality, employee theft, sexual harassment. The list is similar from company to company, depending on the industry. And when you can predict something might happen, you can plan for it as well. And in the end, as unappreciated as Chicken Little was – he was right.
Crisis Examples: Learning from the Mistakes of Others
Sometimes the best way to prepare for a crisis is to learn from those who have already faced the storm. Crisis PR: Why Businesses Must Be Prepared isn't just about having a plan—it's about understanding how quickly things can spiral out of control in today's hyper-connected world. Thanks to smartphones and social media, anyone can be a “citizen journalist,” and stories—whether fully accurate or not—can spread globally in seconds. Just one viral video or misleading post can send a brand into a tailspin.
Consider high-profile crises like United Airlines’ passenger removal incident, which highlighted the importance of swift, empathetic communication. Or Chipotle’s food safety scares, which showed how a lack of proactive crisis planning can lead to prolonged reputational damage and financial loss. Even Tesla’s employee-related controversies serve as a reminder that internal issues can quickly become public spectacles. These examples underline the importance of being prepared not just for external threats but also for internal challenges that could escalate.
For smaller companies or those not in high-risk industries, it’s easy to feel immune—but crises don’t discriminate. Whether it's a customer complaint gone viral or a cybersecurity breach, no business is invulnerable. The lesson? Anticipate potential threats, Prepare strategic responses, Respond swiftly and appropriately, and Evaluate the aftermath to learn and improve. Don’t wait for a crisis to strike to realize the value of being prepared—learn from others, plan ahead, and protect your brand before disaster strikes.
Is Your Brand Ready for the Unexpected?
Build a Resilient Crisis Communication Plan with TrizCom PR
Don’t wait for a crisis to catch you off guard. Protect your brand, your reputation, and your bottom line with a strategic crisis communication plan. At TrizCom PR, we specialize in proactive crisis management, helping businesses anticipate, prepare, and respond effectively. Whether you’re a small business or a global brand, the right strategy can mean the difference between a minor setback and a full-blown disaster.
Ready to safeguard your business? Contact TrizCom PR today to build a resilient crisis communication strategy that keeps you ahead of the headlines. Let’s prepare for tomorrow, today.
