Dealing with the public is an integral part of any business. This is especially true in the case of companies trying to make it happen during the prevalent age of the internet. Status Labs, an Austin based online reputation firm, has specialized for so long in helping customers deal with their own crisis that it was a shocking turn around when they were suddenly on the defensive end. Status Labs President, and co-founder, Darius Fisher took some time to really look into how his company managed to overcome an embarrassing public gaffe.
Fisher is the first to point out that a solid reputation starts from the top down with solid leadership.
The first thing that Fisher did was garner a vote to have the offending executive removed from the company. Next up Fisher knew that he needed to assuage the fears of his own employees who were suddenly rightfully afraid for the future of their jobs. So Fisher put together an open letter that he sent to his employees, detailing how the company would respond and grow from the public reputation disaster.
Fisher admits that the environment at Status Labs had suddenly changed thanks to the negative energy that was beginning to pour out: reporters were hounding the office, negative comments were being posted online, and employees were beginning to quit. So Fisher focused first of all on changing inner office culture. He decided to create some ways to garner team chemistry amongst his employees. This meant that the office would cater lunch once a week, allow dogs into the office if they were trained, and even organize team kayaking trips.
Addressing the inner office turmoil was just the start of Fisher’s multi pronged response but it proved to be the most effective aspect. Status Labs has since bounced back to service over 1,000 businesses in countries all over the planet.