Never complain and never explain
It must have been fifteen years ago. I was in London with the UK marketing director of the world’s biggest computer manufacturer (at that time). We were discussing that morning’s press briefing with the always-challenging technology press. ‘Never complain and never explain’ he shrugged, demonstrating great calm and insouscience.
The phrase was new to me, but was it right? Surely it was my job as a PR advisor to be ready to challenge the press and to be always willing to explain, justify and defend my client.
Fast forward fifteen years to today. This phrase, credited to British prime minister Bejamin Disraeli, is quoted in Stephen Bayley and Roger Mavity’s Life’s a Pitch… as the confident person’s motto. As we know, confidence is infectious.
So should this phrase be considered good public relations advice? It probably should, but let’s take both parts of it in turn.