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See all the winners of PR Daily's 2013 Digital PR Awards. Click here!
Best Crisis Management
Power PR helps Maryland utility turn a misstep into a golden opportunity
After a Clearview Energy sales rep ‘slammed’ a consumer, the agency stepped in and rectified the situation, keeping the customer’s business and scoring a local media coup.
If you’ve ever had a utility provider switched on you—either without your knowledge/approval or through some agent’s misrepresentation—then you’ve been “slammed.”
A customer who’s been slammed doesn’t always know where to turn for help. Dealing with a huge utility and all its various departments can be daunting. Sometimes it seems the only recourse is to make a public fuss.
The response by Maryland supplier Clearview Energy
to one such instance is a case of crisis management on a small scale that resonated in a big way. Working with Power Public Relations
, it satisfied the affected customer, garnered positive media coverage, and won the prize for Best Crisis Management in PR Daily’s 2013 Digital PR Awards.
Here’s what happened, per Power PR:
A customer contacted investigative reporter Barry Simms at WBAL-TV in Baltimore. That customer had signed an agreement with Constellation Energy as her electric supplier in January 2013. A few months later, she received a letter from Constellation stating she had broken her contract with the company. In the letter, Constellation demanded she pay a $150 early termination fee. She learned on March 5 that she had been switched to Clearview Energy without her knowledge.
Clearview not only resolved the issue with that customer, it also conducted staff training (and terminated the “slamming” salesman). It went the extra distance, winning the customer’s business and responding to WBAL’s report, burnishing its own image in the process.
Congratulations to Clearview and to Power PR—notably Amy Power, Kate Johnson, and Melissa Simon—for their superb handling of this situation, and for their winning entry.
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