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What Most PR Firms Hope You Don’t Know

PR-Client-Matrix

Shock and horror does not have to be your story if you get what I’m going to tell you in this post.

You’ve heard the horror stories about public relations agencies that never delivered the goods.

I was director at a large public relations agency for years before going out on my own and running a boutique PR firm.

Next I launched a PR software company.

A lot of clients came to me after being allegedly burned by another PR firm.

They promised me this and that and nothing ever happened, they’d say.

So if you don’t want to have a horrific experience, read on.

I’m going to save you tens of thousands of dollars and precious time.

Read This Before You Hire a PR Agency

Before you start interviewing public relations agencies, you need to know what type of PR firm you should be talking to. They are not one size fits all.

So if you’ve already interviewed some PR practitioners or PR agencies and you’re reading this because you’re unsure of which one to hire, keep in mind that size really does matter.

In fact, it may be the single most important factor; more so than sector specialization and media relations experience.

Your likelihood of getting the media coverage you seek depends primarily on who you hire and how you manage them.

Unlike advertising where you make an ad and pay to place it, scoring editorial news coverage is not straight forward. You don’t necessarily get the news coverage you want, even though you may be paying a PR person to get it, which can be frustrating.

The difference between advertising and PR is that in advertising, you say good things about yourself, but when it comes to PR — which is about achieving visibility and credibility through neutral third-party sources — you try and get other people to say good things about you.

Since journalists and social media influencers are the most accessible voices, clients typically hire PR for media relations and social media marketing.

So be aware that if your objective is a specific type of news coverage, PR is fraught with uncertainty, which makes it higher risk than advertising.

No matter how good your PR person is, journalists decide what they’re going to cover independently, so there are no guarantees.

The best news media coverage can’t be bought, which is also way it’s so desirable. And that uncertainty is your risk.

Matching Clients with PR Firms

Before you consider a go-to-market PR strategy or someone’s “contacts” in a given industry, step one is picking the right size provider. These are your options:

  1. Do it Yourself
  2. Sole PR Practitioners
  3. Boutique PR Firms
  4. Small PR Firms
  5. Mid-Size PR Firms
  6. Large PR Firms

The Holmes Report publishes annual rankings for 3 through 6.

The important thing to know is the size of provider you choose has a huge impact on your likelihood of success.

“I don’t think you ever want to be someone’s smallest client because you’re not going to get their best people. That’s the way the agency business works,” Jay Baer, marketing, CX and word of mouth expert told me on the last PR Tech Wednesday.

The single biggest mistake clients make when they hire a PR firm is hiring the wrong type of agency.

Clients have different needs public relations needs based on the share of the total market they serve and where they are in their corporate development.

My PR Client Matrix maps clients to PR provider based on two factors:

  • Total market share and…
  • PR provider type

PR Client Matrix

Toyota and Ducati both sell motor vehicles, but since Toyota sells a high volume of cars worldwide, they need a large agency that can coordinate a global product launch. Ducati, an italian motorcycle brand with a loyal following serves a much smaller audience and doesn’t need the same level of PR support.

Kroger is a national grocer with $27B in revenue last month and huge market share but not much growth opportunity, so their PR is handled mostly in house. They’re essentially do-it-yourselfers.

Until this summer, they had no agency of record.

Perhaps the Amazon Whole Foods acquisition has them circling the wagons, but up to now, they’ve essentially gone it alone.

On the other hand Blue Apron, an ecommerce meal kit provider has a comparatively miniscule slice of the market, but they’re venture backed which means they’re looking for exponential returns, so they’re more likely to put growth before efficiency despite uncertainty and hire a big firm, even though they don’t have market share.

Salesforce.com is the B2B CRM marketplace leader and Zoho is a direct competitor serving a much smaller market by comparison. Salesforce.com wants to grow market share, whereas Zoho was bootstrapped and is under no pressure to achieve specific growth targets.

Disruptors tend to bring on a PR agency they can grow with, so they hire a bigger firm then they need, anticipating that growth and sending a message to the market that they intend to dominate.

Unless they’re battling intense, negative public opinion or a crisis, monopolies tend to buy less PR then they need, because there’s not much upside to marketing if they already have the majority of customers and PR is typically considered to be part of marketing.

Toyota and Ducati, Kroger and Blue Apron, Salesforce.com and Zoho are all in similar businesses, but they have different PR needs and choose different PR provider types as a result.

When it comes to small and medium sized businesses and early stage startups — which actually constitutes most accounts — clients should do it themselves, use a sole PR practitioner, hire a boutique PR firm or a combination of these options.

There are advantages and drawbacks, of course.

Without guidance from a public relations specialists who knows the ropes and your industry — which can be hard to find, because the retainer billing model is incompatible with making clients self-sufficient — doing it yourself could be a waste of time.

If you hire an independent practitioner, you know who’s representing you, whereas at a boutique you may meet the owner but get passed off to junior specialist who actually does the work while learning on the job, so make sure you ask to meet whoever will be handling your account.

And if you go with a boutique firm, keep in mind that just because they have the capabilities and the contacts to get you press, doesn’t mean they’ll leverage them on your behalf.

All sorts of things besides fees can get in the way when you’re working with a non exclusive public relations provider who’s trying to keep a portfolio of clients happy.

Next week I’ll post about the best PR staffing options for start-ups, niche B2Bs, authors and thought leaders.

PR Tech Wednesdays

Strategic communicators share insights on where we the industry every Wednesday from 12-1pm Pacific Time

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