Most reputations are not lost in the crisis itself. They are lost in the first few hours, through silence, a defensive statement or a reply on social media that turns a hard situation into a worse one. The companies that come through well decided in advance who speaks, what they can say and how quickly.
We help you prepare for the moments you hope never come, and we stand beside you when one does. Our approach is calm and factual. Find out what happened. Say what you know. Show what you are doing about it. Keep people informed until it is resolved. We do not hide problems or argue with the public, and we will not help anyone mislead.
Who it is for
Hotels, restaurants and venues, where one guest's experience can travel overnight. Real estate developers handling delays and buyer concerns. Retail and e-commerce brands facing product, delivery or data issues. Startups and founders whose public profile makes them a target.
What is included
- A risk review of the issues most likely to affect your business, ranked by likelihood and impact
- A crisis communications plan: who decides, who speaks, who approves, who to call and a checklist for the first hour
- Holding statements and question and answer notes prepared in advance for your main risks
- Spokesperson preparation, so whoever speaks is ready for difficult questions
- Guidance for your team on social media comments and reviews: when to reply, what to say and when to take a conversation private
- Support during an incident: statements, media handling, messages to customers and staff, and regular updates
- Monitoring of news and social conversation while the issue is live
- A review afterwards, covering what to fix in the business as well as in the messaging
How it works
1. Assess
We find the risks that matter most to your business, and the people each one would affect.
2. Plan
We write the plan with you: roles, approvals, contacts and the first steps for each scenario, short enough to use under pressure.
3. Prepare
Holding statements are drafted and approved in advance, and your spokespeople practise answering the questions they least want to hear.
4. Respond
When something happens, we help you establish the facts, agree the first statement quickly and keep everyone informed as it develops.
5. Recover
After the event we review what happened, update the plan and help you rebuild trust through steady, visible action.
What you get each month
On a retainer you get monitoring of news and social mentions for your brand and leadership, a short monthly risk note, updates to your plan and statements as the business changes, and an agreed response time if something happens. Support for a single incident without a retainer is available and quoted by the day.
How it connects
Early warning comes from media monitoring and reporting, so the two work together. Trust is rebuilt over months, which is where founder and thought leadership PR and steady, well run social media help. When the facts need publishing clearly, a newsroom on your website gives journalists one reliable source. Or go back to all PR services.
What should we do in the first hour?
Establish the facts, make sure people are safe if safety is involved, decide who speaks and say something true and brief, even if it is only that you are aware and looking into it. Silence is usually read as indifference. A plan prepared in advance makes that hour far calmer.
Can you remove negative articles or reviews?
No. We cannot and will not remove legitimate coverage or genuine reviews. We can ask publishers to correct factual errors, report content that breaks a platform's rules, respond properly to criticism and make sure accurate information is easy to find. Reputations recover through action and time, not deletion.
Do we need a plan if nothing has gone wrong?
That is the best time to write one. Decisions made calmly in advance are better than decisions made at midnight with the phone ringing. Most plans take a few weeks to prepare and a short annual review to keep current.
How do you work with our lawyers?
Closely. Anything with legal risk is reviewed by your legal adviser before it is published. Our job is to make sure what is legally sound is also clear and human.
Are you available outside office hours?
Retainer clients get an agreed out of hours contact and response time. Without a retainer we help whenever we can, but we cannot promise a response time.