Home · Crisis management
Crisis and scandal
management for companies.
A fake review, a video that goes viral, an employee who says too much. When the problem is already out there, the order is: contain, respond, rebuild. We handle the three phases with a written plan, not with improvisation.
The real problem
In a crisis, improvising is what does the damage
Almost no company is sunk by the incident itself. It is sunk by the first hours: deleting comments, arguing in public, publishing a defensive statement written in anger, or staying silent so long that the other side’s version becomes the only version.
The first thing is not to respond. The first thing is to understand what is being said, where, by whom and how far it has spread. Many scandals look enormous while circulating inside a single group, and answering publicly would hand them a much larger audience.
With that reading you decide: whether to speak at all, who speaks, with what exact words and through which channel. And then comes the part nobody remembers to do: rebuilding what the crisis took away.
Situations we handle
- Coordinated or fake negative reviews on Google and social platforms.
- Content about your business going viral.
- Public accusations from a customer, an employee or a competitor.
- Service failures that became visible.
- Internal conflicts that leaked outside.
- Search results damaging your name or your company’s.
Protocol
Contain, respond, rebuild
Three phases in this order. Skipping the first is the mistake that costs the most.
Contain
A map of what is being said and where, a measure of real reach, a freeze on scheduled publishing and one single authorised person to speak. Nothing gets deleted without being recorded first.
Respond
We decide whether responding is appropriate at all, in public or in private. If we do speak, the message is drafted word by word, the channel is set and the answers to the inevitable follow-up questions are prepared in advance.
Rebuild
Recovery of search results, a plan of content that restores the narrative, and a written protocol so the next time it does not catch you cold.
Prevention
The cheapest work is the one done before
Monitoring
Alerts on your name, your brand and your key people, so you find out in hours instead of when a customer tells you.
Written protocol
Who decides, who speaks, what gets said in the first hour and what never gets said. Decided calmly, in advance.
Spokesperson training
Preparation for whoever will face the camera or the microphone: what to say, what not to answer and how to stop a hostile question.
Reputation in search
Owned content positioned for your name, so what appears first is what you can control.
Common questions
About crisis management
Should I delete the negative comments?
Almost never. Deleting escalates: the person screenshots it and posts it somewhere you do not control. It is deleted only when it is illegal content or a platform violation, and always after it has been recorded.
Can you remove negative results from Google?
Only in specific cases, and it is not the usual path. What does work is positioning your own content so the damaging result drops down the page. It takes months, not days.
Does this replace a lawyer?
No. We handle the public and reputational side. When there is defamation or a legal matter involved, we work alongside your lawyer and we say so from the first conversation.
Do you work confidentially?
Always. We sign a confidentiality agreement before seeing anything, and we do not use crisis cases as portfolio material.
How long does a crisis engagement last?
Containment is days. Response, one to two weeks. Rebuilding, between three and six months, and that is where the difference between surviving and recovering actually gets made.
Can you help before anything happens?
That is the ideal scenario and the cheapest one. Monitoring plus a written protocol costs a fraction of what handling an active crisis costs.
Keep exploring
Other SandS services
Let us talk
Tell us what is going on
A thirty-minute conversation is usually enough to know where to start. No commitment and no sales deck.
- Languages
- English and Spanish
- Where we operate
- USA · Mexico · Venezuela · Chile