Okooboh Sophia

A REPORT ON THE STEP-BY-STEP PROCESS ADOPTED TO SOLVE A CLIENT’S PROBLEM PROPOSAL The problem must be identified before any action can be taken. There is no problem that does not have a solution and so it is the job of the public relations manager to find appropriate solutions to these problems. The brand was lacking a public relations consultant but with time, they realized the importance of having one and employed Miss Okooboh to represent their brand and portray them in a good light. The key problem was a gradual decline in the sales of the brand. The sales kept going low each week and the brand manager could not understand the reason for this. It was later discovered that the reasons for the decline in sales were: - Logistics problem - Poor engagement of feedback medium. A proposal was sent to the brand manager which stated: ➢ The problem ➢ The research that was carried out ➢ The solutions that were provided ➢ The materials and man labor needed ➢ The evaluation process RESEARCH An in- depth research was done on the company and a few things were discovered: ➢ The brand sells every clothing item that can be done except from jeans ➢ The brand’s business page has quite a number of followers ➢ The brand is very classy and unique. The SWOT analysis of the brand: Strength: the brand has a strong social media presence and the texture of the cloth is superior. Weakness: the engagement of feedback medium is poor. Opportunity: various clothing brands want to partner with the company. Threat: competition. A wide analysis was done in order to identify the key problems of the brand and how they can be solved. The two major problems are the problem of logistics and poor engagement of feedback medium. In solving the problem, there was a research and this research aimed to find: ▪ The needs of the customers ▪ The best ways to satisfy the customers ▪ The best medium to use to reach out to the customers ▪ The similarity between the brand’s beliefs and the proposed strategy ▪ The best plan that will also align with the budget of the brand. DISCUSSION OF FINDINGS On the 14th August 2020, I met with the brand manager and we discussed my research. I listed out everything I was able to discover from my research. I told him about the problems I was able to identify and I proffered solutions to the problems. He made some corrections and explained why the corrections had to be made. He said he would get back to me the next day after seeing that the corrections were made. APPROVAL The brand manager gave his approval on the 15th of August 2020. ACCESS I got access to the social media account of the brand on the 15th of August. The changes I made on the account were: ✓ I followed some influencers that will be able to persuade a large target audience ✓ I reached out to some other influencers in order for them to partner with the business ✓ I started organizing the page in order to make it attractive. The new arrangement was for example, three pictures of cartoon character shirts, followed by another set of black and white outfits, followed by colorful shorts then vintage outfits. I did this just to make the page well arranged and beautiful. ✓ I created very catchy captions to go along with the pictures ✓ I re- wrote the bio on the social media page to make it more professional I also got access to the records of the business and all business related contacts. I could interact with the tailors and retailers that were involved in producing the clothes. CONTENT The problem of logistics was based on the fact that there had been a lot of complaints from customers on the ignorance or tardiness on the path of the delivery personnel. Due to the fact that the delivery personnel were not doing their job well and were also not relating with the customers well, certain customers stopped patronizing the brand. This was done to solve this problem: - A public notice was put out on the 16th of August in order to alert interested candidates on the application for delivery personnel. - A screening was done next and two delivery men were selected. These men were employed to work for the business instead of randomly picking delivery men every day. - A three day training program was organized by the brand manager with the help of the public relations consultant. These training spanned from the 18th to 20th of August. - On the completion of the training program, the delivery men were ready to portray the brand in a good light and commence work. The problem of poor engagement of feedback medium was due to the fact that the brand rarely associated themselves with feedback mediums which also caused a decline in their sales. The social media page needs to be very attractive in order for customers to have interest. As a brand, you are always meant to reach out to your customers in order to check up on them basically follow up and show that you have their best interest at heart. This was done to solve this problem: - The public relations consultant sourced for an entertaining host. - The social media page of the brand was reorganized by the public relations consultant in order to have more engagements. - A host was employed to take over the instagram live and he signed a 2 months contract and was briefed on his job description. - Three influencers were also employed by the brand to promote this feedback live session on instagram and create awareness for it. - A week to the live session, a social media poster was designed and shared on various social media pages for promotion. - Few days after the live session, at least two calls were made every day for a week to different customers to check up on them and get their comments on the brand. PARAMETERS FOR ASSESSMENT/EVALUATION Evaluation is very important as it helps the brand to know what their customers are feeling and if they are truly satisfied. As a brand, we kept checking up on our consistent customers, doing giveaways once in a while, doing feedback live sessions and a feedback form was up on the business page in order to see if the customers are satisfied with the new changes.