Avoid Canned Answers
When United Airlines first spoke about the incident, it made matters worse. How? By not owning that the incident was their fault, the canned answers Munoz offered just poured gasoline onto the social media fire. When he apologized for having to "re-accommodate" customers after a two-hour delay, the situation escalated. Darius Fisher is the CEO of Status Labs, a crisis public relations agency and explained to phillynews.com: "Don't think of the crisis in a narrow way, think about how it will unfold on social and digital platforms. They are not embracing the digital aspects of crisis communications, crisis strategy and crisis management." When you are working to come back from a crisis, the worst thing that you could do is to not be sensitive or become armed. This is true in customer service or in any business where you are working with the public.