Lorena & Paige
- Ensure that the agency will find a solution to the problem
- Try to understand the issue from the clients’ point of view – asks questions
- Review the case and tell them that the agency will find other ways to keep the publicity on
- Take the responsibility but stress the need for an open dialogue regarding budget and communication planning
- Apologize for what is happening
- Research the clients’ historical background
- Set up an in-person meeting can add more time to give their answers