The BBC’s Watchdog has welcomed back presenter Anne Robinson, prompting this story in PR Week. A question we often get at Hill & Knowlton is: “We got a call from Watchdog. What should we do?” Obviously that depends on what you did in the first place, but here’s a tip from Senior Associate Director, Peter Roberts: “However trying the situation, Watchdog offers businesses the opportunity to demonstrate their sincerity and ability to listen.”
It’s important to remember that the role of consumer advocates, and programmes like Watchdog, is to look at a story or issue from the consumer’s perspective. That’s a deliberate apostrophe because we’re talking about one consumer, up against the world. It’s no surprise then that many stories do come off with an anti-corporation slant.
However, it’s also important to remember that “the media” doesn’t exist for its own amusement. It’s a conduit of information between a subject (in this case the corporation or the consumer’s experience) and an audience (lots of other consumers).
So it makes sense that if consumers didn’t have complaints, there’d be little cause for these shows to exist. Of course we all have things we’re not happy about so following the argument to that conclusion is extreme – the point is this: if you get a call from Watchdog then dealing with the response is one thing. But spare a thought for why they’re calling you in the first place. Maybe there’s something that really does need fixing.