Client relationships and dealing with criticism in PR

One thing that is emphasised here at PPR (and I'm sure in all public relations roles) is the importance of maintaining client relationships. Obviously a client relationship must always be mutually beneficial, there must be trust and transperancy between both parties, and effective communication is crucial.

Here at PPR, emphasis is placed on the relationship between clients and individual consultants, with the aim of sustaining a long term relationship. Once an account has been acquired, one or two consultants will be assigned to managing the client on an ongoing basis. Management must deal with staff leaving (and the effect that will have on the client), introducing new staff to an account and managing client communication.

Clients like having one main contact here at PPR that they know will be reliable, especially in crisis situations.

Another interesting thing happened the other day at PPR. One of the account managers (who handles the PR for McDonalds) came across some nasty criticism of McDonalds and its new "Angus Burger" on a blog. The blogger also attacked the "spin doctors behind McDonalds" and made some insulting references to the PR work that PPR have been involved with. It made we wonder - what is the right way to respond to such criticism? Obviously as the commuication facilitator for McDonalds, PPR has a duty to represent McDonalds best interests, but does that mean acknowledging the opinions of every blogger who attacks McDonalds?

In the end John, the account manager here at PPR, decided to be tactful and ended up making the blogger feel guilty for his comments. I suppose at the end of the day (and especially in the age of social media) we as PR practitioners cannot control every bad word said (about us or our clients), but it is still important to be aware of what people are saying, and acknowledge the effect it may have on the client or its stakeholders.

I have been a bit disappointed that I haven't been involved with tasks that are a bit more 'pr-specific', nor have I done any event coordination (which i love!) but I am getting really good at updating these media databases!

Over and out :)

Y