In today’s digital world, mobile phone is a big tool and there are many platforms available to voice their concerns, comments or complaints. I will address this issue as below; 1. If the complaint has a background and a reason, make the responsible manager to talk to the customer to fix the problem and request the customer to post a news that the problem got resolved. 2. If the complaint is not a genuine one, there is no point to focus and waste time. If we get 90 to 95% good reviews, we can leave the non constructive criticism behind. 3. If the process needs to be fixed to avoid these complaints in the future, we need to fix the process immediately. 4. It is also important to propagate the good reviews to build the brand.

In today's social media and Troll world, it is easy for someone to tarnish your image. Whether you are responsible or nonresponsible, you have to face the heat. It is not prudent to sit back and see the devastation. History has shown when you don't respond you get brickbats. Best to have PR outreach, press and social media influencer outreach and clarify the stance. An immediate ORM is absolutely non negotaible.

Stay Calm and Assess the Situation: Gather Evidence: Document everything related to the tarnishing of your image. This includes saving messages, social media posts, emails, and any other relevant communications. Clarify Misunderstandings: If the attacks are based on misinformation, consider addressing the issue directly with those involved. A calm, factual conversation can sometimes clear up misunderstandings. Communicate Transparently: If the situation escalates, you may want to publicly address the issue. Use your own platforms (social media, personal website, etc.) to clarify your position and present your side of the story. Seek Support: Reach out to friends, colleagues, or mentors who can provide support and potentially

The first step to fixing a bad brand reputation is to take responsibility for the problem. This means acknowledging that there is a problem and then taking action to fix it. This may involve apologizing to customers, making changes to your products or services, or taking other corrective action.

When a brand spokesperson makes a faux pax which damages the brand reputation , it’s wise as a leader to own the responsibility and offer sincere apologies . Clarify the brand message clearly and communicate with strong intent. Meet the stakeholders and connect personally clarifying the position and the mistakes . Call the press again and clarify for better and correct PR . Take strict action for this Faux pax and penalise the person concerned . Set up clear policies for approved spokespersons and their media content may be pre approved by appropriate authorities

Here’s a simple way to manage spokesperson scandal for the brand: 1. Swift Action: Respond publicly within 24 hours to show accountability. Sever ties with the spokesperson to distance the brand. 2. Empathy & Transparency: Apologize sincerely, show empathy for affected parties, and be transparent about corrective steps. 3. Crisis Planning: Use a crisis plan, centralize communication, and craft clear key messages. 4. Social Media: Monitor platforms, respond empathetically, and provide transparent updates. 5. Damage Control: Use reputation management, legal counsel, and experts to mitigate risks. 6. Long-Term Recovery: Rebuild trust via repositioning, community initiatives, and sustained transparency.

Make a sincere apology. Reach out to the person and extend complete support on issues being faced and ensure that the person is made satisfied enough to get his positive reviews publicly which will take care of spoiled image and help regain the confidence.

Managing the fallout from a high-profile spokesperson tarnishing your brand requires swift and strategic action. Start by issuing a clear and transparent statement that acknowledges the issue and distances the brand from the spokesperson’s actions if necessary. Reassure stakeholders by reaffirming your brand’s values and commitment to integrity. Remove or pause campaigns associated with the spokesperson and assess the damage to public perception. Engage with your audience on social media to address concerns directly and rebuild trust. Consider partnering with a new representative or launching a positive campaign to redirect attention and restore your brand’s reputation.

You can manage the fallout by responding to negative feedback quickly and appropriately. Create content that reflects your brand's values & expertise. Immediately interact with your audience and understand their needs and concerns. Use social media to boost your brand's likability and engagement.