Publicity and Homeland Security

This past October Joseph Clancy took charge of the U.S. Secret Service on an interim basis following a series of security lapses that led to the resignation of Julia Pierson as director of the government agency. Clancy's efforts will try to right the wrongs while a search for a permanent successor is conducted, but are the breaches in security already impacting the Secret Services and Department of Homeland Security (DHS) in a negative manner when it comes to publicity and public image?

One article on PR Newser states, "The agency has been hammered by the media since 2009 because of the string of embarrassing security breaches that have put the agency’s credibility in jeopardy. The latest episode happened September 19, when an armed intruder jumped over the White House fence and ran into the residence. That was preceded by the service allowing an armed felon to ride on an elevator with President Obama. The most notorious incident was in 2012, when several Secret Service agents conducting advance work in Columbia for a summit meeting there were recalled after being accused of hiring prostitutes and bringing them back to their hotel."

The list of blunders, unfortunately, can go on and on.... So, yes- the DHS and the Secret Service have lost respect in both the eyes of the media and public. A loss of respect in this specific example equates directly to the loss of feeling secure among the American people. We can plead with people to "see something, say something" all we want, but if the government isn't leading by example- why should the public take anything its says seriously?

Rebuilding trust isn't as easy as fixing communication errors or weak spots in security plans and procedures. It is a long-term fix that has to built up over time. The DHS and the Secret Service both have a long road ahead regardless of whomever fills Julia Pierson's intermediate spot. There is no quick fix to the damage done, which is unfortunate in a time where feeling secure is all that matters right now within this country and its road back to economic greatness.

Until tomorrow,

Twyla N. Garrett of IME

Small Business is BIG Business!

Many small businesses feel that they can't compete with major corporations. This is simply not true! A recent study, derived from American Express, found that 78% of all consumers believe smaller business equates to more personalized service. Customer service gives small businesses the edge.

Even more so, small businesses with a fantastic online presence have a unique opportunity to reach a lot of clients but still provide that personalized service that consumers highly desire. It is important for any business, small or large, to have a human connection element- especially online! It provides the customer service and connect-ability that consumers are seeking. For example, if a consumer writes a great review of your products or services online then thank them with a personal note and an eCoupon. Don't just send a simple and generic "thank you". Also, if a consumer complains about your business online then take action. Apologize right away. Don't delete the post. Chances are people already read and aware of the complain. So, show you care. Respond in a positive manner and make a note on how you are going to correct the problem specially for the consumer and for potential consumers in the future. Think of social media as if it were a small town. News travels fast! Be positive, engaged and responsive.

Lastly, be honest. Great customers service comes from having good intentions. Again, think like a small town business owner when competing in the real world or online. If you are dishonest about services, you will be found out. Don't do anything you wouldn't be proud of should you get caught and the evidence were to be published. Be smart and genuine when conducting business.

These tips WILL help you compete against other, larger businesses.

All my best,
Twyla Garrett