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Best practices for quoting customers and legal authorizations?

We continue talking to prospective customers and during those conversations they say things that represent the problem we are trying to solve, in their own terms, with the point of view of someone dealing with the issue directly.

When we hear those expressions we quickly tell our interviewees they just said something worth quoting. We ask them if it is OK to quote them and they agree.

We believe a quote is effective when the source is completely cited by full name, title and company. Such as:

Problem quote: "Never, never, never you will be fully prepared for what will happen in a restaurant" Jane Smith. Area Director. Big Rest Brand.

Solution quote: "I wish I had this tool when I begun my career, it'd have saved my millions of headaches" Joe Black. Regional Manager. Big Rest Franchise.

Do these quotes require authorization from brands?

Are these quotes different in legal and branding authorization? Meaning one is associated with the description of the problem, the other implies support of the product.

Are emails from Jane and Joe confirming they are OK with us quoting them enough to cover us from any potential C&D legal actions?

Will Jane or Joe get in trouble with their employers?

3 Replies

Peter Johnston
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Peter Johnston Advisor
Businesses are composed of pixels, bytes & atoms. All 3 change constantly. I make that change +ve.
This is a general comment which belongs in a general marketing forum. It is not founder specific.

So I'm wondering if it is spam from someone trying to sell services here, or a genuine concern.

Please give me the context.
Lucas E Wall
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Lucas E Wall Entrepreneur
CEO & Founder at ROI Checker
Peter - I am the Founder of ROIchecker and believer this question is for the forum. My message is not spam and I don't sell legal or copyright services. The context is provided at the beginning of my question. Feel free to contribute. Lucas
Peter Johnston
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Peter Johnston Advisor
Businesses are composed of pixels, bytes & atoms. All 3 change constantly. I make that change +ve.
The short answer to your question is "it depends".

If you say something, you could be saying it personally, or you could be saying it on behalf of your company. If that is a big company, they may have a policy on this - they may say, for example, that all quotations must be passed by the legal department, or that they need to see the context. The employee you have spoken to may have signed something to that effect and may be breaking their company policy by giving you authorisation. Similarly with franchises, there may be something in the franchise agreement stating that endorsements of third parties must be passed by HQ.

There is a big differencebetween the two. The "solution" is an endorsement - it can be taken to mean "Big Rest Franchise" uses and endorses your product and thus you need to talk to the franchise owner, not the franchisee before making that statement.
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