Comments on: The Lost Art of Customer Service in Public Relations https://buchananpr.com/the-lost-art-of-customer-service-in-public-relations/ Philadelphia Public Relations Agency Thu, 22 Mar 2018 21:26:45 +0000 hourly 1 https://wordpress.org/?v=6.9.4 By: Emily D https://buchananpr.com/the-lost-art-of-customer-service-in-public-relations/#comment-2323 Fri, 26 Apr 2013 15:16:13 +0000 http://buchananpr.com/?p=1294#comment-2323 You make some great points, Denise. As PR strategists, the ideal relationship we’re trying to establish with our clients is one of “trusted adviser.”

To that end, the “how you say it” can be just as important as the “what you say.”

Providing real-world examples and actively listening to clients are key ways to reach mutual understanding in the case of diverging viewpoints.

]]> By: Denise D https://buchananpr.com/the-lost-art-of-customer-service-in-public-relations/#comment-2322 Fri, 26 Apr 2013 14:52:28 +0000 http://buchananpr.com/?p=1294#comment-2322 Agreed. There is a delicate balance between giving clients what they want and also consulting them to be better than perhaps they thought they can be. Yes, clients know their industries better than we do. But at the same time, we likely know the media and communication better, and know how to develop positioning that will stick with these audiences.

I like to go for the, “Sure, we can do it that way. But did you consider this?” approach. Deliver your argument (or “push back”)calmly and professionally, offer examples when possible, and do your best to educate the client on the logistics, outcomes, unknowns of what they are deciding. Depending on how well your message is received, maybe try one more time. But after that, work on that compromise!

More often than not, clients appreciate the additional viewpoint and guidance, even if they don’t agree with it.

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