United Airlines is scrambling to repair their reputation after an event that has had a huge impact on their company. Videos of a passenger being dragged off of a flight this past Sunday went viral, creating a public relations crisis.
Despite many finding humor in the situation, the impact the incident has had on United’s reputation is massive. Customers are disappointed in the reaction of United’s CEO and some are claiming to never fly with them again. Gifs and memes mocking the event are trending on social media sites around the world. Tweets such as, “Just imagine how we treat your luggage” and “Missing your flight is a drag, but making it can be one too.” followed by #NewUnitedAirlinesMottos, were just a few among the millions shared. The company is also facing huge financial implications. Since Sunday the airline’s stock has dropped by 4% with the company losing millions in market value.
When it comes to your reputation, how you handle a challenging situation is crucial:
- Tell the truth–actively builds trust
- Monitor what’s being said–helps you stay ahead of the game
- Neutralize rumors and leverage truths–respond quickly to comments good or bad
- Have a strategy–be proactive and prepared
“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” –Warren Buffet
A good reputation is hard to beat. A bad reputation is hard to overcome. Knowing how to handle a situation that negatively affects your reputation is the key to saving your brand.
Download the 10 Best Practices to Stand Out When it Comes to Reputation.