Your influencer bailed on a crucial event. How do you rebuild trust with stakeholders?
Faced a professional setback? Share your strategies for mending fences and restoring trust in business relationships.
Your influencer bailed on a crucial event. How do you rebuild trust with stakeholders?
Faced a professional setback? Share your strategies for mending fences and restoring trust in business relationships.
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Immediate Communication: Inform stakeholders promptly about the situation and explain the steps you're taking to resolve it. Offer a Solution: Present alternative plans, such as finding a replacement influencer or reshaping the event strategy to minimize impact. Take Responsibility: Acknowledge the issue, accept responsibility, and assure stakeholders it won’t happen again. Deliver Exceptional Results: Go above and beyond in the remainder of the campaign to demonstrate your commitment to success. Follow Up: Maintain open communication and provide regular updates on how the event progresses, emphasizing your dedication to achieving their goals.
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When an influencer canceled last minute on a crucial event, the first thing I did was reach out to the stakeholders immediately. I explained the situation honestly and took full responsibility for the setback. To ease their concerns, I quickly suggested a backup influencer and provided alternative solutions to ensure the event still delivered value. I also offered them added perks as a goodwill gesture for the inconvenience. By being transparent, offering quick solutions, and taking ownership, I was able to maintain their trust and keep things on track.
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The first thing to do is contact the stakeholders and let them know. Own it. Don't sluff it off onto someone else. Next, be ready to answer for what happened. If you've been on top of it, you'll have all your communications with the influencer on file. This way, you can share them with the stakeholders. This happened to me once. We held an event in Frankfurt, Germany, and flew influencers from all over the world to the event. One from Hong Kong did not bother to come to the event. I did everything imaginable—emailed them, texted, left messages at the front desk of the hotel—but nothing. I was pissed off. I told my clients (stakeholders) that we should never work with that influencer again. They agreed, and we never did.
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1. Contact the stakeholder immediately to inform them about the situation before they hear it from someone else. Be transparent about what happened and avoid placing blame. 2. Present alternative options to fill the gap. This could include finding a replacement influencer, reallocating resources to other marketing channels, or offering other forms of promotional support like personalized shoutouts or bonus content. 3. Explain what steps you'll take to prevent a recurrence, such as better vetting influencers or adjusting contracts to ensure commitment. 5. After the event, reach out to see how the alternative plans worked for them and to show continued engagement. Reiterate your commitment to delivering value in future collaborations.
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There are two major parts to it. Part 1 - Crisis management -Gather your team quickly and get everyone up to speed. It’s important for them to know the game plan so they can handle any incoming questions confidently. -Be upfront with your stakeholders—onsorspsors, partners, and media. Let them know what's happened and assure them that you've got solutions in the works -Announce the influencer’s absence to the public, but keep it upbeat. -Keep an eye on social media. PART 2- Finding an alternate solution -Look for another influencer or industry expert who can step in. -Ramp up efforts on alternate channels -Focus on unique event features that don’t hinge on the influencer.
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1️⃣ Own it – Take responsibility immediately. Admit that these things happen, but avoid shifting blame. Being honest and transparent with stakeholders shows integrity and helps maintain their trust. 2️⃣ Have backups – Always maintain good relationships with other influencers, especially those you trust. These connections can step in when an influencer cancels last minute, saving the event from any major setbacks. 3️⃣ Offer extra – To make up for the inconvenience, provide something additional, like bonus content. This demonstrates your commitment to delivering value despite the hiccup. By following these steps, you can manage the crisis effectively and keep the trust of your stakeholders!
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Always have backup. In one of my stints with a marketing agency, I observed it was a norm to have a back up. Secondly, communicate after understanding and reassure your stakeholders either a well thought out, sound and reasonable logic. Ofcourse what you planned was the best and it is not happening but assure that you are doing your best to ensure minimal damage. Plan for future events keeping this event in mind. Ensure to sign a contract that has a clause related to backing out. Have a penalty clause so everyone understands what is at stake and then make whatever call.
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Securing a replacement is essential to maintaining stakeholders’ trust and ensuring the event’s success. An effective replacement can uphold the event’s quality, fill content gaps, and show commitment to delivering value. To find the right person, focus on individuals who align with the event’s goals and resonate with the audience. Seek someone with relevant expertise and a proven track record. Review their social presence, engagement, and past event performance to ensure meaningful connections with attendees. Prioritize candidates within your network for fast vetting, and work closely with the replacement to ensure they understand objectives and can rebuild stakeholder confidence.
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Temos que ter em mente que a comunicação é a maior aliada nesses casos. 1° - Comunicar aos impactados o ocorrido pode gerar empatia para que nenhuma expectativa criada ao redor da pessoa seja totalmente extinguida. Se possível, explicar com detalhes o porquê do ocorrido. 2° - Reunir o time que organizou e levantar alternativas é um boa estratégia para dividir os riscos e agregar a equipe na gestão da crise. 3° - Anotar lições aprendidas depois que o ocorrido passou, é fundamental para que caso isso aconteça novamente, todos estejam atentos, preparados e proativos a solucionarem a situação.
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If it’s a crucial event, I would always plan to have more than one influencer to be part of it. If budget is a concern, I would at least invite the other influencers to attend the event with complimentary tickets to build a relationship with them for future. If the main influencer cancels out, we will have the next in line candidates at the event for us to negotiate something with.
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