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Crisis management · checked 11 November 2026

Post a quick, honest acknowledgment within the first six hours, even before you have the facts, and say when people will hear more.

The first six hours decide the narrative; after that you are reacting to a story instead of shaping it, so do not go silent while you check the facts. Then answer review-bombing without sounding defensive, decide whether you need an ORM agency, and watch for a complaint building before it spreads. A product recall in India has its own legal process and people to notify.

The steps 6 answers

  1. A customer's complaint about my product just went viral on social media, what do I do in the first few hours? D2C
  2. How should I, as founder, actually respond publicly when the brand is getting called out, what tone works vs backfires? D2C
  3. If I actually need to recall a product in India, what's the legal process and who do I have to notify? D2C
  4. My reviews are getting review-bombed after a controversy, how do I handle that without looking defensive? D2C
  5. Should I hire an ORM or crisis PR agency, or can I handle this myself as a founder? D2C
  6. How do I monitor for a brewing crisis before it goes viral, instead of finding out after? D2C

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