This is a CRUNCH 'small bite' - a quick tip for our followers and fans.

When a crisis hits, the first hour can make or break your reputation.

In this episode, Heather Claycomb and Natalie Swart walk through what leaders and comms people must do in those first 60 minutes. They talk about how to pull your crisis team together fast, get clear on who is doing what, and stop people working at cross purposes.

HMC director Heather Claycomb and HMC senior account manager Natalie Swart share practical tips for gathering solid facts, sorting truth from rumour, and deciding who needs to hear from you first. They explain why staff and key stakeholders should usually be at the front of the queue, and when you need to go public early versus when you can keep things contained.

You will also hear how to shape simple, honest key messages that cover what you know, what you do not know yet, and what you are doing next. The goal is to keep control of the story before social media does it for you.

Key takeaways

• In the first hour, get your crisis team together and give everyone clear roles.
• Collect only confirmed facts. Do not base your response on guesswork or gossip.
• Work out your key audiences, starting with your staff and closest stakeholders.
• Decide if you need to communicate publicly yet, based on the scale and visibility of the issue.
• Write short, clear key messages that state what has happened, what you are doing and what is still unknown.
• Move early to set the story. If you stay silent, others will fill the gap for you.

Companies mentioned in this episode:

• HMC

This is a CRUNCH 'small bite' - a quick tip for our followers and fans.

Got a one star review and feel a bit sick? You are not alone.

In this episode we talk about what to do when someone posts a bad review about your business, product or service. We get real about the first reaction most of us have - hurt, angry, defensive - and how hitting reply too fast can make things worse.

HMC senior account managers, Emma Letessier and Vicki Jones, walk through how to pause, breathe and then respond in a way that shows you are listening and willing to put things right. They talk about when to say sorry, how to take the conversation offline, and how a calm, human reply can actually make you look more trustworthy to everyone reading the review.

We also talk about the upside of reviews. Good ones are powerful social proof. Tough ones can highlight gaps in your service and give you a chance to improve.

Key takeaways

• Do not fire back in the heat of the moment. Take a pause, then reply calmly and professionally.
• If you have made a mistake, say so and explain what you are doing to fix it.
• Write some simple response templates for common situations, then personalise them for each review.
• Reply to the good reviews too. A quick thank you shows you value your customers.
• Treat negative reviews as free feedback that can help you improve your systems and service.
• Keep your tone empathetic and human. People are watching how you handle criticism, not just what was said.

This is a CRUNCH 'small bite' - a quick tip for our followers and fans.

Is your brand showing up when people ask AI for information on a product or service?

Many people are skipping Google and going straight to tools like ChatGPT, Gemini or Claude when they have a question about a product or service. If your brand is not being mentioned in those answers, you are missing warm leads.

In this episode, HMC director Heather Claycomb and HMC senior account manager Vicki Jones unpack what AI search means for business leaders and comms people. They talk about how LLMs pick up information, why depth and clarity beat clickbait, and what you can do this week to improve your chances of being named in AI answers.

You will hear practical ideas, not tech jargon. From checking your own visibility in incognito mode to tightening up your website, social channels and media coverage, this is about getting your house in order so AI cannot ignore you.

Key takeaways

• SEO and AIO matter. Do not just optimise for Google. You need to show up in AI search results too.
• AI tools like clear, detailed, trustworthy content, not fluffy marketing speak.
• Consistent messages across your website, LinkedIn, media stories and other channels make it easier for AI to recognise and trust your brand.
• Use incognito mode and test AI searches for your key topics. See who appears. If it is not you, you have work to do.
• A simple communication plan that focuses on quality content in a few strong channels will put you ahead of many competitors.

Companies mentioned in this episode:

• HMC
• ChatGPT
• Gemini
• Claude
• Google