Published: Apr 23, 2007
Last Updated: Dec 2, 2017

We just had a call from someone from a company that did not like what we said about them in an earlier post. The company representative was very gracious in acknowledging our criticism, even offering a service discount as a way of making amends.


When we explained this wasn't possible, he was genuinely mystified: "I don't understand why. I mean, we apologized."

Folks, it just doesn't work that way. If you're unaware of this, you need some serious PR counsel -- stat.

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About the Author

Scott Baradell
Scott Baradell
Trust expert Scott Baradell is CEO and founder of Idea Grove. Idea Grove helps its clients secure trust at scale through its unique Grow With TRUST approach. Scott is an established authority on trust and editor of the online publication Trust Signals, as well as author of the upcoming book Trust Signals: Brand Building in a Post-Truth World. Idea Grove celebrated its 15th anniversary in 2020, earning honors including the 2020 Pegasus Award for Small Agency of the Year, being named a Top 200 B2B service provider by Clutch, and ranking in the top 25 tech agencies in the U.S. by O'Dwyer's. Scott has an Accreditation in Public Relations (APR) from the Public Relations Society of America and speaks on PR and marketing topics at industry events nationwide.

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