Admitting our part made situation easier

No one wants to be wrong, yet we all make mistakes.

We’ve had what’s known as “uncontrolled clients” in the past and we’ll probably have them again.  

Once this client has talked to a reporter, they feel they have the right to make contact from then on.   

But once a PR firm is brought into the mix, reporters expect to work with the firm—unless they contact the person themselves.

A client recently told us a reporter wasn’t responding to their emails asking how to embed the reporter’s story on their website.  

Since most media is copyright, this usually isn’t allowed.

Even if it were, it’s not the reporter’s job; once the reporter does a story, their job is done.

Since it was our fault for not being more explicit about the unwritten rules, it was easier to say please let us handle the media next time—it’s what we’re here for—and what the media expect.

For more information on publicity, contact Dell Richards Publicity at www.dellrichards.com.

How to handle a negative review

Nearly a quarter of small and mid-size businesses monitor reviews.

Some use Brandify, a free service launched by Microsoft, paid reputation management companies or Google searches to show Yelp, Angie’s List and other major sites.

Because dissatisfied customers tend to tell more people than satisfied ones do, getting a negative review can be hard.

Use complaints for quality control.

If you can access the person, contact them and offer to “make good”.

Then, ask them to write a good review that says what you did to fix the problem and remove the bad one, if possible.

Most people will be impressed that you were willing to go the extra mile for them and will be happy to comply.   

Angie’s List says they will contact the reviewer and investigate if a business complains about an unwarranted review.

Ask all satisfied customers to give reviews to balance—or even bury—the less-than-glowing ones.

Reviews are not as important if businesses have a website, a blog and social media to create ongoing stream of good press.

For more information, contact us at www.dellrichards.com.