Archives for June 2013

You Can’t Be a Racist TV Chef, Ya’ll

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The juices on her career are running clear.  The toothpick on her personal empire has come out clean.  And the top of her cookware line is firm but not yet set.  Paula Deen’s collective, loaded potato is baked.  She’s done.

The famed television chef, restaurateur and cooking family matriarch experienced an extraordinary fall last week as word spread that she used racial slurs in the past and allegedly exhibited a pattern of discriminatory behavior.  Food Network announced that her contract would not be renewed at the end of this month.

I have written about celebrity falls from grace in the past, and my typical refrain is that in America anyone can make a comeback.  But I think this one’s an anomaly.  In this case, Deen’s got her rear end in the deep fryer with little hope of coming out crispy and delicious.

Sure, she could have done better from a PR perspective.  Standing-up Matt Lauer and The Today Show is never a good idea, but remember Tom Cruise a few years ago weaseled around with Lauer about psychiatry, and we still go to see the Mission Impossible movies.  And while Deen’s YouTube apology was ill-timed and ill-edited, the damage had already been done.   She could have handled the situation better, but the facts are too damning.  The proof is in the pudding (likely banana with an extra-large dollop of whipped cream.)

And yes her lawyers could have done a better job for her.  When this lawsuit was filed, her lawyers should have negotiated a settlement quickly and quietly.  And clearly she wasn’t properly prepared for her now-infamous deposition.  Whoever prepped her for that deserves the Gordon Ramsay “Hell’s Kitchen” treatment.  Without question, Deen would stroke a seven figure check if she had the opportunity for a do-over.  Too bad for her, there are no second takes when it comes to racism – no magic television oven that miraculously covers up your miscues. 

Racism and prejudice, while still present in America, are simply not tolerated by our beloved celebs.

Radio host Don Imus, hardly beloved, was dropped from MSNBC and CBS Radio for racist remarks in 2007 but later hired by Fox Business.  One big difference between Imus and Deen is that Imus gets paid to be controversial.  He crossed a line, but he gets ratings for walking it.

Recently, golfer Sergio Garcia made an incredibly offensive remark aimed at Tiger Woods.  But Garcia’s from Spain (not an American icon), was already feuding with Woods, and was trying to make a joke.  He doesn’t get a pass for any of these reasons, but he quickly apologized and took it on the chin from his sponsors.  He’s still golfing professionally.

The difference is that we don’t invite Garcia or Imus into our home to help us make dinner.  We just watch and listen to them, typically in a villainous role.

Paula Deen is the exact opposite: While Garcia or Imus play the devil, she’s angel food.

Ask my wife about her, and she, like other fans, would say “I love Paula Deen.”  It made sense: She’s real, women relate to her and her classic Southern comfort dishes make us feel good.

So when we find out that someone we “love” is a racist, it makes the fall that much steeper.  Imus gets paid to be obnoxious.  Garcia’s a knucklehead golfer.  But Deen’s a lady we would all have over for dinner.  Not anymore.

Perhaps a heartfelt apology tour, starting with Lauer and Today, could start her on the path to redemption, but I think the damage is too extensive.  If she does come back, it will be in a greatly limited role, perhaps just to serve us leftovers.

—John

www.miamipublicrelations.com

Author: John P. David

Customer Service Sets You Apart – Especially When Things Go Wrong

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In the past two days, my perception of two brands changed for the better, even though things went wrong with both of them.

This week we are rapidly closing-in on two coincidental yet important events: Father’s Day and my annual family vacation.  Usually before we leave for a week in the Carolinas, I stock up on a few things and invariably order items online.  And with Father’s Day on the horizon, a lot of guy stuff is on sale.  So here’s what I shopped for and why my perceptions changed.

One of my clients gave me a gift card from Dick’s Sporting Goods.  I had never shopped there before as the nearest location is about an hour away, and I have literally no brand perception of Dick’s beyond hearing the company’s ads on sports radio.  I decided to use the gift card to order a new tackle box.  It arrived yesterday, in time for my trip, but it was missing some pieces (not sure why).  I called Dick’s and without any fuss, the company agreed to send me another tackle box via overnight delivery.  (I have to ship the incomplete one back but on Dick’s dime).  Despite the fact that someone didn’t properly check my original order, Dick’s created a favorable impression with me because when I complained, they treated me right.  I didn’t have to beg, raise my voice, ask to speak with a supervisor or otherwise “escalate” it to a higher authority.  So guess what?  Even though there isn’t a Dick’s Sporting Goods store within 30 miles of me, the next time I want to order golf equipment or other fishing gear, Dick’s will get the nod.

Also in advance of the trip, I made my annual “kicking and screaming” pilgrimage to buy “menswear” for work and off-days when I’m supposed to be presentable.  Again, everything is on sale in advance of Father’s Day, and I have been regularly bombarded with ads from the oddly punctuated clothier JoS. A. Bank (turns out Joseph A. Bank Clothiers, Inc. is a NASDAQ-traded company that has been around since 1905 and has more than 600 locations.  I had no idea).  So I went to the store near my house and bought several dress shirts and a few pairs of pants.  Said trousers were supposed to be hemmed before I left on vacation, but the store called a couple days ago and said the tailor had been sick and it would take a few extra days.  I called them back and politely told the store manager that the delay was unacceptable as I would be leaving town in a few days and needed to wear pants.  When pressed about the pants (ha), he agreed to have them done for me on time.  When I stopped in to pick them up (they were ready with no further hassles), the manager was so nice and apologetic that I decided to do some additional shopping.  Amazingly, I found a blue blazer that fit me right off the rack (which has never happened, ever – ever).  The price was right and I bought it, but when the clerk took the coat into the back room to pack it up, he noticed a tiny hole where the shoulder met the sleeve of the coat – and he wouldn’t sell it to me.  Frankly, I would have never noticed the itsy bitsy hole had he not pointed it out – Mrs. David would have, but not me.  I tried-on another blazer but I couldn’t find one that fit as well as the original, pin-holed version.  The charge was reversed and I left the store without a new coat, but with a whole new appreciation for JoS. A. Bank.  I still don’t understand the name and how they abbreviate it, but I like the brand.

Muhammad Ali once said: “Only a man who knows what it is like to be defeated can reach down to the bottom of his soul and come up with the extra ounce of power it takes to win when the match is even.”  How we handle adversity in customer service has as much to do with our brand’s success as the quality of our product and the nature of our message.  I imagine the “The Greatest” would agree.

I wish everyone a great summer and a Happy Father’s Day to all the Dads out there.  And if you are still looking for a last-minute gift, might I suggest Dick’s Sporting Goods or JoS. A. Bank

Have you ever had a similar experience, when good customer service trumped a bad experience?  Let me know.

—John

www.miamipublicrelations.com

Author: John P. David