We were just hired by the team that is opening Jade Theater in downtown San Diego. They have struggled. Mostly it’s been about construction, permits, licenses. The usual things that hang up every restaurant/hotel opening with which we have been involved.

Along the way, quite a bit of misinformation has been printed/posted by media about the project. We are in discussions with our client about reintroducing the concept, team, etc. There has been a lot of conversation about how to draw in the media and speak to their targeted audience. The client wants, expects, needs attention by the media. And as PR professionals we can deliver. But ultimately, they have to deliver. Some clients are so focused on getting the coverage that they don’t seem to keep their eye on the ball that matters most. Delivering.

We recently had that experience with another F&B client and it was painful. So now, when we talk to a new client, we talk about their service, about who is responsible for the food quality, the management of the floor and all the things that a customer deserves. Agencies need to take the time to talk to their clients about their readiness to deliver. Without it, everyone’s reputation suffers.