BizCom in the News

Wendy's Employee Provides Another Unfortunate Photo

Just days after we saw a Taco Bell employee licking a stack of shells, a Wendy's employee took a direct shot from the soft serve machine. 

Ragan's PR Daily wrote a prosaic version of Wendy's possible response and what the writer calls a "more human statement." Compare the two:

"Wendy’s hasn’t released one yet, but rest assured that it will read something like this: 'At Wendy’s we hold ourselves and our employees to the highest standards. We are aware of a photo circulating online that depicts an employee using company property in an inappropriate manner. We apologize, and will take steps to rectify the situation.'

"A better, more human statement might read: 'We know—it’s gross. But when you employ legions of teenagers, you’re going to get a few bad apples in the mix. We’ll find this dopey S.O.B. and fire him and tell our franchisees not to hire idiots, but let’s face it—teenagers do stupid stuff.'"

 

Wendy's spokesperson Bob Bertini did respond to the Daily News:

"We don't know the exact date the photo was taken, but we believe in it was in  May. The incident was totally inappropriate, and  we're taking it very seriously."

Bertini also said that the employee is not longer working at the restaurant.

 

Discussion Starters:

• What's your view of PR Daily's attempt at a more "human" statement? What are the potential advantages and risks?
• Try another variation of Wendy's statement. What else could the spokesperson say?

HGTV's Flag Tablecloth Draws Fire

In anticipation of Fourth of July celebrations, HGTV suggested using an American flag as a tablecloth.

 

On its Facebook page, the network suggested "Classic Fourth of July Table Setting Ideas" including this tip: 

"Drape a large American flag over the table as a bright and festive table runner. Use a nylon flag so spills can be easily wiped off and the flag can later be hung with pride on a flag pole."

Apparently, the network designers were unaware of "Flag Etiquette," according to the U.S. Government, which includes the following:

"The flag should not be used as a drapery, or for covering a speakers [sic] desk, draping a platform, or for any decoration in general."

As expected, backlash on HGTV's Facebook page came from across the nation:

• I am appalled that you would suggest using the flag that my brother was killed defending in Iraq as something to catch spills on a table at a cookout.

• No one dies for a table cloth.

HGTV issued this apology:

"HGTV Fans, regarding the recent article that appeared on our website...This was a regrettable use of our flag and it never should have happened. We sincerely apologize and have removed the post from our website. We want to assure our fans that HGTV is proud of the American flag and everything it symbolizes for our people."

Discussion Starters:

• What's your assessment of HGTV's decorating advice: was it an innocent mistake, or should the designers have known better?
• What's your view of the reaction? Are people too sensitive? Is this a desecration of the flag? Or something else?
• What's your view of HGTV's apology? What works well, and what could be improved?
• In the excerpt from the government website, I added "[sic]." What does this mean, and why did I add it?

Taco Bell Employee Licks Shells

This is not a good week to work in corporate communication at Taco Bell. A photo posted on the company's Facebook page shows an employee licking a stack of taco shells.

 

The image is gut churning, but before we jump to any conclusions, we need to know whether these shells were sold or were expired and on their way to the trash bin. Regardless, Rob Poetsch, a Taco Bell representative submitted this statement:

"When we learned of the situation we immediately contacted this restaurant's leadership and although we believe it is a prank and the food was not served to customers, we are conducting a full scale investigation and will be taking swift action against those involved."

In another statement, the company led with, "Nothing is more important than the safety of our customers and team members, and we have strict food handling procedures and zero tolerance for any violations."

Discussion Starters:

• If you were Taco Bell's head of corporate communications, what would you do now? How about if you were the head of human resources? Marketing?  
• The company seemed to have removed the photo from its Facebook page. Discuss this strategy: what are the advantages and disadvantages?

J.C. Penney Removes "Hitler Teapot" from Billboard

Does this teapot look like Hitler to you? It does to some people, and J.C. Penney responded by removing the image from a billboard in California.

J.C. Penney responded to several tweets, such as this one:

Despite the criticism—or perhaps because of it—the teapots sold out online but can be had for a mere $199.99 on Ebay. Or you can place a back order for just $40.

The teapot was designed by Michael Graves. Here are more of his J.C. Penney products. Do you see any other political figures, criminal master-minds, celebrities, or religious figures?

Discussion Starters:

• When should a company ignore social media reactions? Is this one of those situations?
• What could be the consequences of J.C. Penney's leaving the billboard as is? Do you think it would be worth the risk?

Papa John's Apologizes for Racial Slurs

A Papa John's delivery person left a racist voice mail, and the company has taken action.

Apparently, the driver dialed the customer's number by accident, leaving the customer to hear an incredibly insulting message intended only for the employee's coworker. (You can listen to the voice mail here, but I don't recommend it; a slur is repeated a ridiculous number of times.)

Keith, the Papa John's manager, said, "We were made aware of the video, and it’s under investigation. We’re sorry that it happened." He confirmed that the employees involved have been terminated.

In addition, CEO John Schnatter posted this message on the company's Facebook page:

Schnatter also replied to one of the many Facebook posts about the situation:

"I, too, am extremely appalled by these former employees' actions and sincerely appreciate it being brought to our attention. The thinking of these people is counter to mine and my company's values and we will not tolerate it. We immediately terminated those involved and will continue to educate all on our team. I personally have reached out to the customer to share my deepest apology.

"We thank you for allowing us to correct this horrible situation."

 Discussion Starters:

• Asssess the company's response. What's your reaction to the termination decision and the two posts? What works well about the company's response and what, if anything, could be improved?
• What else, if anything, should Papa John's do in this situation?