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	Phil's Blogservations Thursday, September 05, 2002 Posted by philgomes 2:34 PM Palm Makes Good: Far too often, the media does not let the news of a company's customer service remedy to fly nearly as high as the coverage of what required said remedy in the first place. We won't make that mistake here at Blogservations. Nosireebub. Palm is offering to make amends with owners of the m130 handheld who felt hoodwinked by the fact that its color display does not offer as many colors as advertised. News.Com is carrying the story. This outlines a key element of crisis communications that was perhaps neglected here. Once news of a company's transgression has been distributed, the company must get out there fast with an acknowledgement of that mistake and the remedies that it will employ. Palm was arguably slow with both—about two weeks by News.Com's count. Still, I'm guessing that this wasn't a failing of the PR operation so much as an artifact of the company's financial situation. As I've said before, when you have huge coffers, it's a lot easier to set up a solid refund/return program. It'll still hurt, yes, but it won't be a huge problem. With a current P/E ratio of -5.4 (?) and a stock price that makes one debate "share-purchase-or-game-of-Star-Wars-Trilogy-at-the-arcade?" (Source: c|net), I'm wondering if the decision to delay the remedy was a financial one. As in "Can we really afford this?" HOME | OBSESSIONS | FAQ | HEROES | CAREER | BLOG | CONTACT Note that the views expressed on this site do not necessarily reflect those of Phil's employer, its business partners, its clients, or anyone or anything that doesn't come from Phil.	ABOUT THIS BLOG This blog not only discusses PR and media matters, but Phil's everyday observations about a variety of topics. EMAIL phil[at] philgomes[[dot}]com SYNDICATE Feedburner ARCHIVE YAHOO! IM SKYPE WISH LIST PITCH POLICY MY PHOTOS www.flickr.com Photostream RSS Enter your Email Powered by FeedBlitz COMMENT AND TRACKBACK POLICY Comments and trackbacks are unmoderated, though I will delete the patently offensive ones. Any comments and trackbacks are the opinions of the individual writer of those comments and trackbacks, and not those of Phil Gomes, his employer, its clients, or its business partners. If you have a bone to pick, bug the people who wrote the comment or trackback.