What a brilliant case of crisis management! As it had been getting very negative ratings and comments on social media, utility Georgian Water and Power decided to put videos online with rapid real-life responses from technicians working at the company’s “epicenter,” describing how they are giving their best to fix problems and satisfy their clients. Within a very short space of time, the company went from being most-hated to most-loved.
Rimantas Stanevicius: “How many times have you been scratching your head trying to come up with an appropriate response to a bad social media comment about your client’s brand? Me – a lot. That’s why I liked these live video reactions to bad social media mentions that have gone viral and turned the brand image around. It may seem anti-intuitive, but just being grateful can work miracles. Sometimes, the best defense is no defense.”