⚠️ Types of Social Media Crises
Customer Complaints
Product/service issues
Employee Mishaps
Inappropriate posts
Technical Failures
Outages, data breaches
PR Controversies
Tone-deaf marketing
Viral Negativity
Coordinated attacks
❤️ The HEART Framework
Hear Them Out
Listen before responding. Understand the full scope of the issue.
Empathize
Acknowledge their feelings. "We understand this is frustrating..."
Apologize (When Appropriate)
A genuine apology goes a long way. Avoid defensive language.
Resolve
Offer a concrete solution. Take the conversation private if needed.
Thank Them
Thank them for bringing it to your attention. Feedback helps you improve.
⏰ Response Time Matters
Ideal for serious issues
Acceptable for most complaints
Maximum for any response
🚫 What NOT to Do
"Your most unhappy customers are your greatest source of learning."
— Bill Gates
🛡️ Be Prepared
Create your crisis response plan today, before you need it. The brands that survive crises are the ones that prepared for them.
