May 30

How does it feel?

download (1)There’s nothing like watching multiple, ongoing crises unfold to make PR bloggers happy. For us it’s like winning the Triple Crown.

First, there was Donald Sterling. Then there was GM. Now, we have the V. A. hospitals’ delays. And, each crisis has multiple, never-ending news cycles. That’s manna for reporters and Repman types alike.

In each of the three crisis cases, we’ve seen horrific responses and worst practice examples of how not to manage an unfolding event.

But, rather than repeat what’s already been said by countless others, I’d thought I’d address the other side of these types of mega-crises: the impact on the morale of the rank-and-file employees of all three organizations.

A serious crisis can be like a cancer that, if left unchecked, can kill an organization from the inside out. Sure, customers will bail. Stock prices will plummet and competitors will scoop up market share, but employee morale and productivity are fundamental to any embattled company’s survival.

I’ve counseled many clients over the years, and ensured that human resources specialists work closely with grief counselors, organizational behavior experts and, when appropriate, even motivational speakers to ensure innocent employees’ needs are addressed.

But many company management teams simply forget their employees when a CNN crew is outside corporate headquarters, a Senate investigation is underway or ESPN is providing 24×7 coverage.

To wit, I remember attending a cocktail reception in the immediate aftermath of the massive, 2008 market meltdown. I happened to bump into a friend who had worked at the now defunct Lehman Brothers. I asked him how he was holding up. ‘I’m ok,’ he said, ‘but my family is taking a terrible beating. My wife’s friends are ignoring her and my kids are being taunted at school. As for me, everyone always asks the same question: How does it feel to have played a part in destroying our economy?’

I’m sure a version of that anecdote is happening right now to the tens of thousands of GM employees who weren’t part of the massive, decade-long quality cover-up.

Imagine what it must be like to work at GM right now. I’ll bet you can hear a pin drop in the corporate offices. And, as far as the factory floors are concerned, you better believe stress levels are overheating faster than a broken down ’68 Buick on the Cross Bronx Expressway.

If GM is to ever turn things around, it’s critical they pay as much attention to the psychological and emotional needs of the employee base as they do to regulators, politicians and the media. Ditto for the VA Hospital. As for the L.A. Clippers, I guess their employees can get away with saying, ‘Hey, I worked for an ass. What can I say?’

So, as the GM and V.A. stories move forward, pay attention to the most overlooked part of any crisis story: employee morale. It’ll be interesting to see how each organization does, or doesn’t, attend to the needs of their most important front-line ambassadors.

If nothing else, management should provide employees with credible answers to the question, ‘So, how does it feel to work for (fill-in the blank).’

Jul 09

Tat’s all, folks!

Is it just me, or is there an ever-increasing percentage of people sporting tattoos? Is there also  
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a  simultaneous increase in the percentage of available skin being devoted to tats? I sure think so.

I believe I reached the tat’s tipping point this past Sunday when I spied one on the calf muscle of my good friend and cycling partner, Greg Drury (publisher of The Holmes Report). Justifiably proud of having completed six triathlons, Greg’s right calf is now adorned with a bright red ‘tri’ logo. Man, I thought, if ‘they’ got Greg Drury to sport a tat, they’ve got everyone. Don’t ask me who they are, but they’ve won nonetheless.

I’m not a big fan of tats. I especially hate the over-the-top tats that seem to run amok on the torsos of NFL and NBA players. Some players have their kids’ names tattooed on their biceps. That’s cute. Others feature verses from the Bible (hoping, perhaps, that God will let them make that three-point shot at the buzzer?). And, some have those Japanese and Chinese letters on them. They look very cool, but what’s the point if no one understands what they say or mean?

If I were going to sacrifice my skin permanently, I think I’d charge money for it. In fact, if the price were right, I’d consider adorning my calves, biceps and triceps with any number of hip, but environmentally-sensitive, sponsor logos. I like Mammoth outdoor gear, so that would be one. I wear Saucony running shoes, so their logo would make the cut. And, I’d also want the world to know I’m a man of discerning tastes, so I’d go with a Zegna or Armani icon on, say, my wrist.

Tats are a personal image and reputation statement. But, I’m not sure exactly what statement is being made. Is a tattoo nothing more than a plaintiff cry for attention? Is it a must-have fashion accessory that, unlike a watch, can’t be taken off every night? Or, is it a peer pressure kind of thing? (i.e. “If Lindsay and Heather have tats on their shoulders, then I have to have one on mine. So there.”).

All this tat thinking has me thinking. If it were trendy at the time, would Lincoln have had a tat? My guess is he’d have gone with the opening line of the Gettysburg Address and put it on one of his biceps. The rail splitter had to have been cut. I’ll bet Napoleon would have had multiple tats. He did have a Napoleonic complex, after all. And, my guess is Winston Churchill would have had that big, fat cigar permanently tattooed on his neck.

If and when I do decide to follow Greg Drury’s lead and get a tattoo, I know what it will be and where it will go: it’ll be the Peppercom logo and it’ll be right smack on the small of my back. And, yes, it will be a plaintive cry for attention. Tat’s all, folks.

Apr 04

An N.I.T. Sponsorship? Clueless

Imagine you’re a ‘me too’ brand. You’re Pepsi vs. Coke, Burger King vs. McDonald’s or Avis vs. Hertz. YearNit_2
after year, you struggle mightily to improve your quality and service to change the status quo. And, one would hope, you make damn sure your marketing strategy reflects your desired goal. As a result, you associate your brand with everything that Frank Sinatra might describe as, ‘…A number one, top of the heap.’

So, how do we account for MasterCard’s sponsorship of the N.I.T. College basketball tournament? Why would the perennial number two credit card company lend its name to an also-ran tourney that absolutely no one cares about? What were they thinking? Was the strategy to ‘own’ mediocrity? Did someone in MasterCard’s Purchase, NY, headquarters sigh and say, “You know what? We know we’re second best. Everyone else knows we’re second best, so why not strike a partnership with a second rate tournament?”

Thousand of dollars to underwrite target market golf events? Smart. Hundreds of thousands of dollars to ‘own’ category exclusivity at the upcoming Olympics? Strategic. Millions to sponsor a totally bogus college basketball tournament? Clueless.

Feb 21

Pro basketball fouls out

A new Harris poll of Americans shows a huge decline in pro basketball’s popularity. When asked to nameNba_3
their favorite sport, Americans chose pro football (30 percent), followed by baseball (15 percent) and college football (12 percent).

Pro basketball, which ranked third as recently as the late 1990s, is now an also ran. It garnered only four percent of the total, tying it with men’s college basketball and, ho hum, golf.

I’m not surprised by the results. Pro basketball is just plain awful. The season is endless. The games are boring. The players are one-on-one showboats. There’s very little teamwork and even less defense. Aside from that, it’s not bad.

The NBA model is broken and needs more than the next Michael Jordan to fix it. And, they’re paying the price with empty arenas and lower ratings.

I have to admit I never thought I’d see the day when Americans would rank basketball behind ice hockey, soccer and auto racing.   Hey, if nothing else, it may provide a co-branding opportunity. Maybe the NBA can strike a partnership deal with Ambien as a sure fire cure for insomnia?