Comments on: PR Questions: Telling the client it’s a bad idea

By: heatherschwartz

heatherschwartz — Mon, 07 Dec 2009 19:24:03 +0000

Great post and topic! In my opinion, It isnt so much about telling the client their idea is bad, but rather it is about giving options. I have always viewed the role of PR practitioners much like the role of lawyers. You would never hire a lawyer to smile, nod and agree with you. If you disagree with the direction a client wants to take, dont be quick to make judgment. Do a little digging. There might be something happening inside the walls of your clients business that is pushing them to proceed in this direction.

If not, take pieces of their idea and build upon it. This will help the client feel invested and know they are being heard. I also always try to tie back to business objectives. Everyone involved in the business should always be striving towards the same end goal. this is a good place to start the conversation.

By: heatherschwartz

heatherschwartz — Mon, 07 Dec 2009 12:24:03 +0000

By: freddylee

freddylee — Wed, 25 Nov 2009 19:01:43 +0000

Great post & good conversation starter! I'd like to comment that yes, the customer is always right. However, I believe moving the client in another direction takes two things: 1) great rapport, 2) reframing of the situation. Building a relationship with your client where you are a trusted advisor takes time & willingness to stick to your guns. You may not always be right, but you are the expert afterall & that trust will begin to grow as they begin to trust your work.

Second, it's not necessarily that the client is wrong, it is probably that they are looking at the situation from a different lens. Sometimes its best agree and let it go, other times, it may pay off to try to explain your reasoning.

I have given in to requests I don't completely agree with. However, I do make sure that I voice my opinion & reasoning before it happens. I think this is part of building a relationship of trust. If the outcome was successful, I learned something new. If the outcome wasn't what was expected, back to the drawing board! This time around the client may be more open to try your suggestion...

It's a learning & growing process. I take a big picture approach because it is healthier, less stressful & provides long term results.

By: marydemingbarber

marydemingbarber — Wed, 25 Nov 2009 18:59:42 +0000

Great question Lauren. I'm finding more and more that the answer to this question depends greatly on the client. The better I know the client the easier it is to handle the situation. In many cases, also, a client's cultural background plays a part in knowing how they make decisions and I should help them to this decision. I am really interested in other's thoughts here as well. It's never easy to do this but the stronger the relationship and better the trust, the easier it is.

By: Chris Bailey

Chris Bailey — Wed, 25 Nov 2009 18:58:02 +0000

Wise supervisor you have there. The key is to never actually “tell” your client anything, particularly when you have a difference of opinion. Most clients will dig their heels in when you counter their thinking. Instead, consider bringing their focus to what's most important about whatever action they need to take. Your role is not to push them toward what you think is best, but to guide them toward doing what's in their best interest.

And if they choose to go in a different direction, it is the client's prerogative to do that. By sharing your expertise and making your case, you've done your job. Ultimately, it's the client's decision if they want to move on the right path or the less-than-right path.