We recently received a question from one person who was in a course we were teaching somewhere in the country. At a professional level, the question was so pointed and personal that it stopped me in my tracks. Here’s the deal.
This person was working in the public sector with an organization we had served in our own business many times over the years. Like so many other public sector organizations experience periodically, this person’s organization was about to receive some very bad publicity about something taking place at the “manager-politico” level. And the person was concerned with the impact it might have with their ability to deal with local businesses and employers. Enough said!
We really had to dig deep. The person was sincere. And the person was not asking a “canned” question with a typical “school book” response.
In general, here’s how we responded. We want to share it here because, if you work in the public sector and have not yet experienced something like this in your career, hang on! There is a good chance you will sooner or later.
There are two things to consider when you face an issue like this. If you are prepared, you can fall back on these two things if your organization gets slammed in the media.
- SERVICE … in this person’s case, we knew their organization well. We understood that they provided at least a couple of “world class” services to local industries and businesses. We knew that some of their services actually make a difference. So we reminded the person to have confidence in the services they provide. We did not pretend the bad publicity wasn’t going to hurt — it will hurt! But excellent service provided over the long haul almost always trumps bad publicity in the short run. Which leads to a related point … if you are experiencing “good times” at your organization right now, continue to refine your services so you have something “world class” to offer your customers and clients. Not only will they love it, but it just might the thing that carries you over the hump when things get sour in the press later.
- RELATIONSHIPS … we also reminded this person that business is about relationships. Money, reputation, and all those other things reflect the relationships that are developed and maintained in business. When your organization is getting slammed in the press, it surely does sting. But your customers and clients connect your face with your organization. And when they know you are a good and decent person who has served them over the years and who truly cares about them, the bad press can actually cultivate a sympathetic reaction. For us, at a personal level, when this stuff hits the press, we already know that, as we drive by offices for that agency, we will be thinking about the people inside we know personally. We will be wondering how all this impacts them. And we will be concerned for them personally. Personal relationships with customers and clients that reflect an understanding of their world and their problems are stronger than bad publicity. Even in business, people care about people.
So here is the wrap up today.
- If you are experiencing some bad publicity now or in the near future for your organization, and you find that you still have to go out and face the public, fall back on the world class services your organization provides and the strong, personal relationships you have cultivated with customers and clients over time.
- And if things are going good for your organization right now, use this time to refine your services so they are top shelf. Also, use the time to establish new relationships in business and cultivate them so that you really do have “friends” out there — and not just “customers” and “clients.”
Business, whether it is in the public sector or the private sector, is about people caring for people and helping people solve problems. It all boils down to service and relationships. And if you have these things going for you, you can weather a storm when it comes — which almost certainly will happen sooner or later if you stay in the business long enough.
Past experience with situations at work that draw the press have taught me as a viewer of the press to always remember there are two sides to every story. It is doubtful that the press will get the “whole” story out there.
Bad press is always a possibility when you work with the public. Your suggestion to fall back on your service record and relationships is an excellent strategy to prepare for any bad publicity that may come.
My past experiences at work have shown me that there will always be some bad press, whether it is by individuals or the media. I have learned that I should always treat the individual sitting at my desk in the same manner I would want to be treated if I was sitting in their chair.
I too would agree with the comments above. I have worked for an agency who has been hit very hard by the press in recent years. What I learned is that you keep plugging in. Be consistent in the service you provide and the way you treat your customers. Sometimes this event turns out to be an opportunity to rally staff and stakeholders and revive the agency through new ideas and strategies.
I agree with the comments above. As long as staff are confident that they are providing the best service to their customers and that they are treating customers with great respect, it doesn’t matter what the media has to say. Always remember that the work you you do will speak for you.
Media always spins situations to favor necessary for there productivity regardless of who it effects or damages. Good business is always good business. Our credibility, professionalism, and the developed relationships will always outlast media speculation and the gossip it produces. The most important aspect to overcoming any negative professional dilemma is to fold 1. Have a plan of productivity 2. Be willing to commit to the longevity of seeing it come to pass
In other words “write the vision make it plain-so they maybe able to run that read it.
I also agree with the others. If you’re doing your work with dignity, respect, and professionalism what the media has to say shouldn’t matter.