The cost really scared me. Plus, there were no guarantees. Treating the expense as an investment, not a repair bill, worked. Frankenthaler got the glossy coverage and customer base. Eventually, he took the responsibility in-house to save money.
Public relations can also manage a negative situation.
The staff's morale plummeted. But Gallego, who handles Stars' public relations, and owner Jeremiah Tower managed to turn a bad situation into a learning experience. Rather than going on the defensive, they acknowledged the review, treating it as constructive criticism. Tower rethought some of the dishes and highlighted those on the menu that the reviewer praised. Then he supplied the newspaper with new information, which it used in subsequent articles.