What Does Service Have to Do With the Media?

On Independence Day, it's appropriate to blog about customer service. You see, in America, we all have the freedom to start our own business. But that doesn't mean we're good at it or deserve positive publicity.

Recently, I've been a survivor of horrible customer service on home repairs costing thousands of dollars. Don't you think if I'm spending that kind of money, I have the right to be treated with courtesy? Unfortunately, that is not one of the rights guaranteed in the U.S. Constitution.

Fortunately, I do, by the blessing of being born in the USA, have the right to free speech. And I will exercise that freedom to tell everyone I know about the horrible service and lack of respect I received by a small business based in Georgia. (Please send me a comment or email if you want the name of this foundation repair company). I have posted on Facebook, Tweeted, been re-Tweeted and even mentioned the name of this terrible company on my radio show.

So the lesson here is to offer outstanding customer service! You may not get positive publicity right away, but you will go viral if you treat clients poorly. People will let others know not to use you. Then, instead of just unhappy customers to worry about, you may have to learn about crisis communications.

In my case, I think the offensive company is too stupid to even know that it's being discussed over the Internet and on a radio network. Businesses like this should fail. They do not represent the best America has to offer.

Common Sense Media Advice

DO NOT conduct an interview and say insulting remarks about your boss and expect those remarks not to be published. The more you insult, the more headlines you will generate. If a news outlet knows it has a juicy story, it's going to pre-release the compelling material to other media outlets, so that it will get more buyers or viewers.

This applies to anyone: If you cannot say something nice, don't say it at all.

This applies to people in high-profile positions: If you say something not nice, it's a news story.

Attracting Faith-Based Media

Unless you listen to it, watch it or read it, you might not be aware that there are whole networks and publications created for those devoted to a particular religion. For example, many cities have their own edition of The Jewish Journal, and you may have seen Pat Robertson's Christian Broadcasting Network.

You don't necessarily need to be pitching a story having to do with the Torah or churches to be featured on this kind of specific media, but you do have to explain to the reporter or producer why your angle fits his or her audience.

In my experience scheduling guests for Christian radio and TV networks, we were looking for parenting, education, health and topical (meaning current events) guests in addition to ministry guests. So you may be missing valuable publicity by not pursuing these outlets.

However, note that producers have a discerning ear. I would not, could not schedule guests who used profanity or coarse language. So cut out of your everyday conversation commonly-heard phrases such as: "Oh my God" or "Good Lord"--these are offensive to the faith-based media.

Once, I felt an author's topic would be helpful and interesting to our audience, but he laced his conversation with the phrases mentioned above. I asked if I could give him advice, and he was gracious about wanting it. I told him those phrases would have our phone lines lit up with negative calls--and he was flabbergasted. He was not aware that he was using those terms.

We ended up having him as in-studio guest, and he concentrated on his content and chose his words carefully. The phone lines did light up--because the listeners wanted a copy of his book.

Text Book Cases

In the 1980's, we studied the Tylenol tampering case to learn how to respond to crisis. Johnson & Johnson and its spin doctors reacted so well, that incident was a pattern for years to come.

In the 1990's, we had Food Lion's run in with ABC and Ford's exploding tires, and we learned more nuances of what to do in crisis response. We also had horrible tragedies such as Columbine and the Oklahoma City Bombing to prepare us for the unthinkable.

Then a new century evolved and we learned from Mayor Rudy Giuliani and others about saying the right thing when the sky is literally falling down around us.

Now, a new text book chapter is being written. The BP oil catastrophe will be analyzed from a crisis response for years to come. The initial take from media critics is that the company is doing some things well in terms of crisis communications and some aspects could use some work. For example, BP has been praised for its handling of social media. But reporters and observers are questioning the corporation's transparency, ability to solve the crisis, and wording on legitimate claims.

If there could be a silver lining to this ugly mess in the Gulf, it is that we all will learn more about responding to the public and the media when disaster strikes.

Got Any Better Ideas for BP?

Top Ten Ways BP Can Improve Its Image

10 .Change "BP" from "British Petroleum" to "Bunnies and Puppies"
9. Scrap the snotty British accents
8. Cry on "Oprah"
7. Take a page from AFLAC. New mascot: wise-cranking oil-soaked duck
6. Find Bin Laden
5. Start making cookies. Who doesn't love cookies?
4. What's wrong with our image?
3. Switch from "Drill Baby Drill" to "Help Daddy Help"
2. Instead of their image, maybe they can focus on fixing the damn leak!
1. For goodness sakes, get Iron Man to do something!

The Late Show with David Letterman

Grass Roots Publicity

Have you ever written a letter to the editor of your local newspaper? Have you ever called in to a talk show? These are two low-cost ways to get the attention of the public and journalists.

Also, are you using social media to your advantage? Don't just write a press release. Put it on your website, your blog, your LinkedIn account and your Facebook page. Then tweet a link to it, and send an email to your friends who are also followers on Twitter to re-tweet.

Join organizations and contribute to the monthly newsletters or magazines. Volunteer. Build relationships and a database. When you have big news, send a postcard or letter to your database.

The point is, you can do many things to publicize your cause, product or service that some people would call just staying in touch with your friends or network.

Three Sides to Every Story

Remember when dealing with the news media that there are always, at the minimum, three sides to every story: his, hers and the truth.

I heard a woman named Julie Ann put a spin on this yesterday. She said the three sides are yours, mine and I-won't-tell-if-you-won't.

The lesson is we all perceive incidents differently, so your life experiences, memory, vision and hearing may effect the truth that you tell the public. Get as many facts as you can and be as accurate as you can, so that the truth you paint does not illustrate an unflattering picture of you.