Bed Bugs and Reputation Recovery?

December 02, 2011

Bed Bugs and Reputation Recovery?

23 Tips on Bed Bug Eradication, Cleansing and Reputation Recovery. I thought it was a mistake. I could not figure out what reputation recovery had to do with bed bugs. In fact, it gave me the creeps. I figured it was one of those online snafus where words get mixed up with lots of symbols #)@++&&& or something like that. I was wrong.  In fact, it was an article on eradicating bed bugs and the site was referencing some wisdom from my book.  Here is a snippet from it below. I never thought I gave out buggy advice but maybe I was wrong.

Did you know it can take up to 3 years to gain back the trust of your customers? Below are some thoughts offered from the book Corporate Reputation: 12 Steps to Safeguarding and Recovering Reputation. “The best steps to beginning the reputation recovery process range from having the CEO announce specific actions the company will take to respond to the problem, tireless communications through a wide variety of external and internal channels and a comprehensive re-examination of company culture and its commitment to corporate responsibility. A recovery strategy that continues to grow in importance…is the use of the corporate website to relay information, progress and updates about company actions.”

There’s more but I’m sure you get the idea. The GM for the hotel must step forward and take full responsibility for the issue and communicate, communicate, communicate.

As you can see, bed bugs are a nuisance that cannot be ignored. If you walk away with anything from this series, it should be the knowledge that regular proactive inspections are imperative. As I always state at the end of my articles, addressing the subjects I discuss will increase your revenue, improve your scores or decrease expenses. Being proactive in your bed bug management will in the long run benefit all three areas.  Good luck and let me know how you do.

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Leslie Gaines-Ross
Leslie Gaines-Ross

As Weber Shandwick’s Chief Reputation Strategist, I focus on the ever changing world of reputation. For the past 25 years, I have relentlessly observed, researched and commented on the rise and fall of corporate and CEO reputations.

  • Amy Bair
    Posted at 21:46h, 03 December Reply

    You caught me! You give out great buggy advice! Bed bugs carry such a negative stigma that many hotel guests who are bitten are horrified and want to tell the world about it. Also, it seems like hoteliers want to pretend the problem hasn’t happened and ignore it. Needless to say, this isn’t received well by the victim which causes even more public embarrassment. In my final series, I wanted to emphasize the importance of addressing the issue properly while also taking the high road. Your website had the perfect answer! In fact, next week I plan to write an entire blog on reputation recovery.

    • Dr. Leslie Gaines-Ross
      Posted at 13:33h, 04 December Reply

      I totally understand having had the experience once in a hotel. I am glad my advice was useful and I look forward to seeing your next blog post. Best regards, lgr

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