Crisis Management JetBlue and Comcast show the downside of quashing customer complaints Brand managers who fight back against negativity from customers often serve to stoke the fire and find themselves in a bigger PR crisis. How can pros turn down the heat? By Beki Winchel@bekiwekiOct. 10, 2014 SHARE To read the full story, log in. Become a Ragan Insider member to read this article and all other archived content. Sign up today Already a member? Log in here. Learn more about Ragan Insider.