Recall and Crisis Communication
Communicating with internal and external stakeholders is paramount. Ensure that your employees, board members and other internal stakeholders are aware of the situation and have adequate information for their roles. Ensure that customers, re-sellers, distributors and other external stakeholders are notified as soon as possible. Reassuring them of the situation and supplying all relevant information is key to minimizing the negative impact of a crisis.
Usually the notification will ask for a response to ensure the notification has been received; this could be a return mail, registering details on a web portal or an inbound phone response. To make the whole communication process easier, all contact information and communication history should be logged on a dedicated recall customer relationsip management (CRM) database. From here you can easily identify who has responded and who may need a second notification, and possibly further engagement.
Providing a dedicated recall hotline is imperative for reassuring your customers and allowing them to gain information when needed. They can call with any questions or concerns they may have, and to get any updates on the recall situation.