By Vilan Trub, Business Wire
At the recent HUB Convene event, we had the opportunity to hear from Peter Shankman, a communications pro with a lot on his mind, especially about airlines and a certain car rental company. During his presentation, Peter discussed the importance of customer service on a company’s sales and marketing funnel, and the lack of customer service received from most of the companies we interact with on a daily basis. After asking an audience member why they praised a recent flight, and learning that it was because they were safely transported from point A to point B, Peter broke down society’s current standards for customer service: Getting what we pay for passes as the pinnacle of service today. For the consumer, this is terrible, but for organizations this presents a fantastic opportunity. If people’s expectations of customer service are so low, it shouldn’t take much to wow someone, making it very easy for smart organizations to create a positive and lasting impression.
Paying a friend a compliment or going out to lunch can strengthen ties and facilitate a year’s worth of inside jokes. Building a professional relationship is no different. It is the small, almost effortless, actions that can be the difference between meeting people’s expectations and completely redefining them. In today’s world of low customer expectations, it doesn’t take much to impress someone, so impress as often as possible.
Peter Shankman didn’t just preach relationship building; he described how he puts his plan into action. For Peter, going above and beyond in relationship building starts with pizza. After signing on a new client, he likes to drop by their offices unannounced with a surprise pizza lunch. This allows Peter and his clients to communicate and learn more about each other’s expectations and goals, ultimately resulting in better executed programming. What makes it special is that for Peter, it is not a required act, but rather done as a choice of goodwill.
This is something we at Business Wire are keenly aware of – the impact building relationships has on the success of one’s PR program.
Media relations doesn’t have to be about throwing a pizza party but can be just as easy. One of the easiest ways to build awareness, and potentially coverage, of your company is to build relationships with key journalists and bloggers, before news is available to share, and after. If a journalist likes communicating with you, that can help you build a respectful, reciprocal relationship. With a personalized email or a tweet, you may end up surprising the very person you need to help amplify your message.
The digital age has made everything impersonal. We believe that we are building stronger, more personal ties with a person because we have access to their lives, their day-to-day activities and insight into their thought process. But in reality, access to information is not the same as building relationships.
Professional relationships can’t survive on the back burner. Here are some other steps that you can follow to make a new acquaintance in the media industry:
- Be Neighborly – Allow reporters, bloggers, and other media access to learn more about your company or business. Inviting them to your facilities and providing access to both c-suite and ground level employees allows them to understand your company and your company’s vision. Let the people covering your story learn more about your organization’s story, beyond just the latest announcement.
- Show Interest – A relationship is a two-way street so you should make sure to not only reach out when you need coverage, but also follow reporters on Twitter and other social media without the intention of pitching. They receive hundreds of pitches daily in their email box and don’t need the same clutter in their social media feed. @reply to comment on topics of interest, answer questions, engage in conversation and retweet articles when relevant to your followers.
- Know Their Schedule – One of the best ways to stay on the media’s good side is to know the publication schedule of the person you are contacting. Knowing when a particular writer goes to print or has a deadline allows you to reach out at an appropriate and convenient time, as opposed to the night before their work is due.
- Preferred Treatment – If you invite a journalist to an event, or even to your offices, reduce the friction associated with that visit. Providing transportation such as car service, a meal, a room to work out of while on site and more can make a lasting impression. Making someone feel special, without showboating, can go a long way.
Check out the following articles to learn more about building media relationships in 2015.