Small businesses can feel big effects of PR disaster

New York • Halfway through Valentine’s Day, florist Ajay Kori realized he was in the midst of a disaster. His company wasn’t going to be able to deliver many of the promised roses and other flowers by the end of the day. Angry customers started venting online, posting negative reviews of UrbanStems on sites like Google and Yelp. It was a public-relations nightmare. When a small business has a crisis, it can in some ways be more vulnerable than a behemoth like United Airlines, which got plenty of...

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