Pontins – do you want to go there on holiday now?

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Anyone watch Watchdog tonight?

You know the programme you ‘cannot afford to miss’. BBC 1 – Thursday?

If you are in business and you want to know anything about handling a negative story, you must tune in.

 

Tonught was a classic. Under the spotlight this time was Pontins holidays in general but the Somerset site at Brean Down in particular.

On the menu were stained bed clothes (yes,everything), mould, human hair in places which should have seen disinfectant and dusters.

All captured in stills and video, as well as the filming by the team featuring the alternative seven dwarves - Stinky, Grimy and Mouldy to name three.

Back to the studio with a woman representing the new owner Britannic Holidays.

 

Then followed a master class in how to make your company look as amateur and second class as possible. Even worse, how to make your business sector look awful.

Tip One – immediately be confrontational, especially to a presenter like Anne Robinson and try to make her look small. This makes Miss Robinson even more determined to undermine you.

 

Tip Two – use the tired excuse that you had 50 million satisfied customers and only ten had complained to Watchdog. Pointless. We aren’t going to hear from the satisfied customers. All customers should be satisfied, that should matter. Remember the adage ‘the customer is always right’? Well, when they’ve got photographs and video to support their case, they are right.

 

Tip Three – shout out and sound as if you are about to cry, quickly followed up by a suggestion that ‘we offer affordable British holidays’. Sadly, the message we hear therefore is that British holiday makers who are on a budget should expect poor standards. Shut up you whinging Brits with little money and taste…

Media training clearly went amiss here. If indeed any had taken place. 

Reading between the lines, I suspect that this lady is passionate about upgrading Pontins – it needs it!

 

But by taking it personally and trying to criticise Watchdog for covering the story, her message was completely lost and she spent valuable airtime trying to score points off Anne Robinson and the Watchdog team.

How would you have handled it if you had been Mrs Pontins in the hotseat? Would you have behaved differently. Do let me know……(I’ll share my advice if you are good enough to comment).

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About Fiona

Fiona Scott is an award winning TV producer and Journalist. It has been said what she doesn't know about PR isn't worth knowing. You can read more about Fiona on her page http://www.mumsinmedia.co.uk/fiona-scott/ . Subscribe to the Mums in Media newsletter to stay in touch.