Delta Does the Right Thing… for the Wrong Reason

Today’s guest blog is authored by Steve Goodwin (BrandFoundations), a longtime friend and strategic partner to Peppercomm…

No one was surprised this past weekend when air carrier Delta joined the growing list of corporations abandoning business relationships with the NRA. The move made sense in light of the white-hot debate that’s gripped the nation in the wake of the horrible and senseless massacre at Marjorie Stoneman Douglas High School in Parkland, Florida.

It seemed – at least at first blush – that Delta was taking a purpose-based stand, and that its purpose (or North Star) dictated that the company come down firmly on the opposite side of the NRA on this particular issue.

Cue the applause track for a corporation brave enough to stand on its morals, knowing full well that it’s going to take some incoming flack for doing so.

But don’t hit “play” quite yet.

You see, a closer read of the company’s statement on its decision reveals that, at the end of the day, Delta’s actions weren’t driven by something so noble as “purpose” but rather by a vanilla-esque commitment to what could best be described as “neutrality.” See what you think:

“Delta’s decision reflects the airline’s neutral status in the current national debate over gun control amid recent school shootings. Out of respect for our customers and employees on both sides, Delta has taken this action to refrain from entering this debate and focus on its business. Delta continues to support the 2nd Amendment.

This is not the first time Delta has withdrawn support over a politically and emotionally charged issue. Last year, Delta withdrew its sponsorship of a theater that staged a graphic interpretation of “Julius Caesar” depicting the assassination of President Trump. Delta supports all of its customers but will not support organizations on any side of any highly charged political issue that divides our nation.”

That’s right: Delta’s version of “taking a stand” appears instead to be a thinly veiled calculation of “sitting it out.” And therein lies an ongoing threat to the company’s credibility and brand reputation.

Failing to take a stand based on an agreed-upon set of principles, tenets or desired behaviors leaves Delta walking an extremely thin line as it seeks to offend as few people as possible… which, as we all know, offends the hell out of most people. Look no further than the reaction by Georgia’s Lieutenant Governor threatening to “kill” any tax breaks for Delta in that state unless it re-ups with the NRA. He apparently missed the “on both sides” and “Delta continues to support the 2nd Amendment” parts of the carefully crafted statement. (Rhetorical question: How well did that “on both sides” stance work for the President in the immediate Charlottesville aftermath?)

Delta’s lack of adherence to a defined purpose also puts the company’s leadership in the unenviable – and unsustainable –  position of having to make a series of “judgment calls” every time a new controversial issue emerges.  And in case you haven’t noticed, they’re emerging with increasing frequency and (sadly) severity.

In the J.D. Power 2017 North American Airline Satisfaction Survey, Delta ranked #2 overall. Although the company did the “right thing” in hopping off the sinking S.S. NRA, its inability to come forth with the “right reason” puts those hard-earned gains – and Delta’s brand reputation – at risk.

 

 

One thought on “Delta Does the Right Thing… for the Wrong Reason

  1. Excellent point. Straddling and equivocating doesn’t work anymore as a long-term company objective. Each controversy may be a 24/7 crisis cycle, but strategy cannot be bandages and a fire extinguisher. By contrast, Dick’s Sporting Goods, REI and L.L. Bean are reading the zeitgeist well.

    Still, I do think that most consumers won’t notice the weakness of Delta’s real “focus” in the short term. Nor will they have much choice. For the most part, U.S. air travel means American, Delta and Repman’s favorite, United.

    As for Georgia Lt. Gov Casey Cagle, don’t you just love it when these twerps still pretend they have real power? No one seriously thinks Georgia will seriously risk losing Delta’s revenue and jobs over this.

    My new motto applies to both parties: Marketers Get Social Responsibility. Politicians Get Payments.