Here’s his self-penned bio:

As the Creative Director and Co-Founder of David and Sam PR, David’s clients range from My Sister’s Closet and Mountainside Fitness to Dunkin’ Donuts and Scottsdale Medical Imaging. In 2010, DSPR won the Phoenix Chamber of Commerce’s IMPACT award and was a finalist for the WP Carey Spirit of Enterprise Award.

David is a member of The Phoenix Business Journal’s “40 under 40” class of 2007. He is a Chair of the Walter Cronkite School of Journalism’s Endowment Board as well as having taught there. He is also on the Board of Directors for Free Arts of Arizona.

David’s comments and writing have been featured on E! Online, US Weekly, Forbes.com and MSNBC.com, O’Dwyer’s, PR News, All Business.com and Arizona Business Magazine.
After graduating from Wesleyan University (CT) David spent the first decade of his career in Hollywood, working with CAA, Warner Bros., 20th Century Fox, EA and Disney. The next decade brought myriad creative communications roles in silicon valley and then in Phoenix’s non-profit, government, and private sectors.

Fascinated by the role marketing plays in every facet of life, David’s favorite topics range from everything to, well, everything.

After receiving a Bachelor of Interdisciplinary Studies degree in Journalism and Theatre from ASU, Courtney went on to study in the film school at Scottsdale Community College, where she focused on video editing and motion graphics. Courtney is an Arizona native, born and raised in Scottsdale. When she is not working, she is helping her parents with their restaurant in North Scottsdale. She is also the ultimate cheerleader for downtown Phoenix, where she now lives, eats, sleeps, and breathes. Courtney believes strongly in the power of sharing, strong visuals, and (of course) the oxford comma.

Courtney brings an interesting mix of media and PR experience which we think will provide a unique perspective on the issues. She’s also fairly new to the industry which is quite different from the rest of us here at Valley PR Blog so that should be interesting as well.

When I meet with businesses, I’m the type of Marketing/PR girl who takes a look around. I test the service and particularly love working for businesses that I already love. Why? Because PR can’t fix a bad product. Point “A” for most businesses on the social media train is a fear of people “talking about them.” I am quick to point out that:

1. Customers are already talking about you. The option to “participate” in social media doesn’t exist anymore. Only choice is whether to listen or not. Not listening equates to laziness, fear and lack of responsibility. Customer service is a bridge, as the business you’ve got to be willing to walk halfway across, even if that means dealing with technology you find “bothersome” or “unhelpful.”
2. Social Media isn’t the problem. If people are complaining about your product, twitter and yelp aren’t the issue, your product is. Fix the product.
3. Social Media didn’t invent complaining. See social media as a gift to businesses. It allows you to listen in on customer opinion of your product in a way you never could before. When Sally goes home and complains about your tart lemonade to her knitting circle, you’d never know about it. When Sally posts on TripAdvisor, you are able to hear her critique, respond to the public, address the problem and even convince Sally to give you another chance to impress. If you’re really on the ball, you can correct the problem in real time.

My Top Ten Tips for Successful Business Response to Criticism, Online and Off

Staff training
When you are not at your business, your business ethic must be. It is unreasonable to expect the teenager you’ve hired to be vested in your business the way you are without incentivizing their investment either by praise, reward or finance. If your doors are open, someone on the physical grounds should have the authority to correct problems and offer recompense. If it’s not you, make sure that person knows what an appropriate response is (you are authorized to comp meals, to discount products accordingly, to offer gift certificates, etc.) and how to document what happened.
Be prepared to bend over
Backwards, that is (though it may feel differently). Whether or not it actually resets the relationship with the customer, it’s still a matter of rising above, and setting on record that you tried. That will go a long way if the issue is made public on a social media site. Whether its comping a $20 meal or a $200 meal, the consequences of not doing so are far more costly. “Money can’t buy you class” but class will definitely result in better customers.
It’s not all about you
Ask the customer what you can do to remedy the situation. Every minute of public outburst in your place of business costs you more than what they’re likely to ask for, and your time is worth something too. I can never understand why some businesses (cell phone companies, cable companies, airlines) make it SO difficult to get to an end result when you know that in the end, they are going to acquiesce. What a waste of man hours and good will. By the time I’ve gotten what I want, I’m exhausted and still angry. If they don’t know what they want, suggest a mix of solutions. Discount the meal heavily AND offer a heavy discount if they give you a second chance (gift certificates, etc.).
Never post the first draft
Fixing a problem in person is great, but lots of complaints come via mail, email, phone message, online review, etc. Don’t post your initial reaction. Sit on it a day and edit it. Edit out all the emotion and be objective, but remind the customer that you are trying hard, there are real people behind the business, and you will address the issues.
Don’t re-engage
Customers complain online, you respond. That’s the end of the road of productivity in these engagements. If a customer complains again or is unhappy with your response, it’s best to leave things be rather than engage in a flame war. Even if a customer expresses pleasure with your response, let their word be the last.
DO re-visit
Nothing says, “I took your complaint seriously” more  than a follow up later (weeks, months). A short email, a twitter, even a phone call just to simply say, “we’d love to have you back in again, please be sure to ask for me specifically, and let me know your thoughts afterward, here’s my phone number.” When I consider the hallmarks of the businesses I frequent and am loyal to, a proprietor willing to be invested personally is always in the mix.
Reward good behavior too
Nothing reminds me more how appreciated I am as a customer than the occasional thank you. Whether it’s the extra app that arrives because we couldn’t decide between two options, or a thank you glass of wine — even just the chef dropping by the table to ask our thoughts. These signals establish a relationship. In turn, their reward is my loyalty, and consistently sending new people into their establishment. This isn’t pay for play, this is a relationship — frequently I bring in gifts for proprietors as well as a thank you. I once hand carried oysters I’d dug up myself on a cross country flight for a local chef and owner to enjoy as a thank you.
Take it outside
Never engage with angry people in the middle of your business. Ask to have the conversation in your office, at the end of the bar, off to the side, etc. This is for your benefit and the customers. No one needs a spectacle.
You’re asking for it
Don’t wait for customers to engage with you. Ask for feedback often, and create those channels. Be available. Be present. Make sure you’re getting those alerts via google and social media monitoring so that you see the reviews. Don’t write them off. If it happens when people are in your establishment, correct it right there and then. The customer will never be as impressed.
Don’t be defensive
This is the best advice I can give. You are human, and this is a business you’ve put your heart and soul into, but taking it personally won’t imprint that on customers. As customers, we put our heart and soul into our jobs too, and the money that we’re spending at your establishment was hard earned. We have a right to our opinions and we’re doing you a favor by expressing them to you if done reasonably. It’s why we care enough to engage with you to help you improve your product.

We all have bad days — a reality we’re all aware of. But your bad day as a business isn’t my problem as a customer. I’d no sooner expect you to tolerate bad behavior or my refusing to pay a check because “it was a bad day.”  Own your actions, regardless of what side of the transaction you’re on.

A guest post from our illustrious web/social guru Amanda Blum:

I’ve always really enjoyed the Chowhound community, which was particularly strong in Phoenix. When I moved, the NorthEast boards were a mess, so I started using Yelp instead. I’m not a professional reviewer, but I try to be objective and specific in my contentions and celebrations, rather than simply say, “It sucked. Never going back.”

Today’s business leaders have spent years in pursuing a career, putting in the time, not to mention blood, sweat and tears to achieve a level of respect and professionalism. One would not take the profession of a sales executive, a school administrator, a firefighter, a clergyman(or woman), a business entrepreneur or an engineer with a grain of salt and I would encourage those companies out there, not to look at the profession of pr with the same lack of understanding and yes, admiration.

PR ‘specialists’ today guide companies through crisis, growth, turmoil, brand extension and the basic efforts, press and publicity, with a high level of understanding and experience and it is NOT a field that can be lumped together with another, assuming those ‘perpetrators’ believe pr is a profession anyone can do. Anyone can’t. Arizona has a multitude of pr agencies, consultants and staff/corporate public relations professionals who combine years of being in the trenches,along with day to day practical application of their craft.

If anyone is so removed to think pr is writing press releases or sending well-written solicitation letters, then they probably deserve what they get. I wonder if BP relied on PR Specialist/Manicurists to deal with the media and the thousands of people affected by the Gulf oil spill. I question whether politicians pushing legislation relied on their PR Specialist/Landscapers to inform and educate the American public on serious issues affecting their lives. And I wonder if a company in Arizona that was looking to create jobs and stimulate the economy consulted their PR Specialist/Upholsterers to talk about the promise of better times. I would guess they did not.

Now, manicurists, landscapers, upholsterers and yes, dental assistants are jobs that require training, education, creative instincts and dedication and I would never assume I could do their job, just as I am sure they believe they could not do mine. Maybe the real problem are companies that don’t understand that the best assets of the business are those who get on the elevator at 5:30 pm every day or get into their service trucks, carrying with them a pride in what they do and a feeling they are ‘special,’ because they have a job,regardless of what it is or what it pays. Maybe they don’t understand that one can’t ‘requisition’ a profession or ‘assign it’ to someone, especially pr where if I hear one more person who thinks they can do the job say:”well, I’m a people person,” I’m gonna scream.

We all are professionals. I am sure of that. But maybe I should have called my lawyer/dry cleaner to check this before I submitted it.

You can read about Bill here at the KEZ website, and share your thoughts at rememberingbill@kez999.com

So the real question now is who are you going to cheer for now that you are a USC grad and an ASU grad? Go Devils! Oh, and maybe now that you’re done with school you’ll have time to blog again!

Jackie’s career spans more than a decade in communications, having served on all sides of the marketing, public relations and advertising desk. Prior to establishing Rainmaker Communications in the Phoenix market, Jackie held several senior level positions with local agencies and corporations including Best Western International Hotels, Barclay Communications, Crammer-Krasselt Public Relations and Off Madison Ave. Her agency experience has allowed her to work with such organizations as; Blue Cross Blue Shield of Arizona, Westcor, Streets of New York Restaurants, Phoenix-Mesa Gateway Airport, Take Charge America and Animal Planet TV. Prior to moving to Phoenix in 2005, Jackie held the position of Regional Manager of Public Relations and Marketing for Macy’s Department stores in Las Vegas, Nevada. Jackie began her career with General Motors as a Communications Analyst and thereafter joined Grant Thornton L.L.P., one of the largest accounting firms in the U.S., as a Marketing Coordinator. Additionally, Jackie is a member of the Phoenix chapter of the International Association of Business Communicators (IABC) and the American Marketing Association where she serves as Vice President of Communications for the Phoenix chapter.

We look forward to Jackie’s contributions to the blog.

Mark your calendar for Nov. 5 from 6-9 p.m. and join us at Switch in midtown Phoenix for appetizers, drinks and shop talk. This absolutely free event is really just an excuse to get together and talk about PR and whatever else is on your mind.

Be a pal and visit http://vprbbuzz.eventbrite.com to get more info and RSVP.

Special thanks to our sponsors PRNewswire and Rainmaker Communications.