Handling'watchdog' TV for utility

Skill area: Crisis management

Objective: Limit the damage of watchdog TV

Our utility client had a day’s notice to field a hostile media interview on the BBC2 watchdog programme 'Working Lunch’ over the charge of doorstep mis-selling to a pensioner.

We recommended full co-operation. We briefed the BBC and scrutinised the interview mechanics and likely questions. We ensured that the client was trained and prepared to field every question, allowing for the programme’s simplistic, tabloid style.  The company got the chance to defend its sales practice and the spokesman radiated its ethical values.