Which of the following is not part of a good public relations program?

• A. Concise billing
• B. Referring all complaints to the manager
• C. Encouraging visits to the plant
• D. Prompt response to customer complaints

Answer: (B)

A good public relations program hinges on clear, proactive, and accessible communication with customers. When issues come up, addressing them quickly and openly helps build trust and shows accountability.

Referring all complaints to the manager undermines this approach. It creates delays, suggests frontline staff can’t help, and can feel like a bottleneck or gatekeeping. That slows resolution, frustrates customers, and signals a lack of ownership over everyday problems.

Concise billing fits PR because clear, straightforward invoices reduce confusion and disputes, reflecting professionalism. Encouraging visits to the plant supports openness and transparency, helping the public see operations firsthand and build positive relationships. Prompt response to customer complaints demonstrates that concerns are taken seriously and resolved promptly, which protects credibility.

So the option that does not align with a good public relations program is directing every complaint straight to the manager.