Crisis Communications, Courage, and Doing the Right Thing: The Story of Brittany Frey & Hayes Frey PR
By: Hilario Caro, Talent Optimization at StaffBuffalo
In this powerful episode of the Pain Points Podcast, Lauren Lewis sits down with Brittany Frey, Co-Founder of Hayes Frey PR, to unpack the real, gritty, behind-the-scenes story of building a PR agency through uncertainty, lawsuits, and high-stakes crisis communications. Brittany’s journey is a testament to resilience, ethics, and the strength that comes from standing firmly in your values.
From Agency Life to the Uncertainty of COVID
Brittany started her career in traditional PR agencies—fast-paced, demanding environments that she credits for building her foundation in communications. After moving through a variety of agency and in-house roles, including time at Buffalo Spree, her career hit a sudden standstill in 2020 when the pandemic wiped out her job overnight.
With two small kids at home and an industry in freefall, she had a choice: rebuild or retreat.
She chose to rebuild—taking on freelance PR work to stay sharp. A well-timed LinkedIn cold outreach from RiverWorks turned into one of her first major projects, helping her rediscover how much she loved being hands-on in the work.
Walking Away from a Misaligned Culture
Not long after, Brittany joined a Texas-based PR firm at the encouragement of her long-time colleague, Oliver Hayes. But almost immediately, she realized the firm’s values didn’t align with hers.
The company:
Signed clients who couldn’t afford PR
Promised unrealistic outcomes
Burned through accounts quickly
Put revenue above ethics
Brittany found herself apologizing to founders who were spending money they didn’t have on services they didn’t need. The disconnect became unbearable.
One night, over drinks with Oliver, she finally said what they had both been thinking:
“We’re not happy. Let’s build the agency we wish existed.”
They quit together the next day. And then the real storm hit.
Launching a Company… During an 18-Month Lawsuit
Within weeks of leaving—with a full transition plan—they received a cease-and-desist that escalated into an 18-month lawsuit. Legal bills poured in, sometimes in the five figures monthly. They had exactly one $10,000 client the day they launched.
But four days later, a crisis hit a former client—who immediately called Brittany and Oliver.
That phone call didn’t just save their new company.
It set the tone for everything Hayes Frey PR would become.
Their crisis communications work snowballed. They proved themselves, grew the company, and ultimately settled the lawsuit on their own terms—with no gag clause, because Brittany refused to be silenced.
“It mattered to me that I could tell the truth,” she shared.
A Crisis Communications Firm Rooted in Ethics
Today, Hayes Frey PR specializes in the work most agencies avoid:
Crisis communications
High-stakes public statements
Legal-aligned media strategy
Executive positioning
Reputation recovery
Complex community communication challenges
Brittany and Oliver built the company on one rule:
Always do the right thing—even when it’s uncomfortable.
They routinely turn down engagements when PR isn’t the right investment. They only bring in high-caliber subcontractors for specialized work. And they help clients tell the truth—even when it’s messy or painful—so they don’t lose control of their own narrative.
“All roads lead back to communications,” Brittany told Lauren. “If you don’t share your story, someone else will.”
Leadership, Community, and the Power of Showing Up
Outside of agency life, Brittany pours herself into Girls on the Run, where she serves on the Board and coaches young girls in confidence, resilience, and emotional strength.
The impact is massive:
70+ local schools, brand-new sneakers for girls who’ve never had their own, and a final 5K that leaves families, coaches, and volunteers in tears.
“It’s not about running,” Brittany said. “It’s about knowing you can do something hard—and that you’re not alone.”
That belief—showing up and doing what’s right—anchors both her personal and professional life.
A Business Built on Integrity, Resilience, and Heart
Three years in, Hayes Frey PR has doubled revenue year after year and is on track for its strongest year yet. Their clients stay. Their impact is real. And their partnership thrives because Brittany and Oliver share the same values, even if they debate everything else.
Brittany’s story is a reminder that doing the right thing isn’t always easy—but it is always worth it. And sometimes, what feels like the hardest season becomes the foundation for your greatest work.
At StaffBuffalo, we celebrate leaders like Brittany who build businesses rooted in integrity, clarity, and courage.
If her story resonates with you, we’d love to help you build strong, values-driven teams that can weather any challenge.