Aug 19

The case of the missing luggage

I’m not sure if it was my Russian adventure, the impending 15th anniversary of Peppercom or Doc_suitcase some late Summer malaise, but I’ve been flooded recently by obscure memories (i.e. the crazy client who insisted we become 18 percent diverse or else, the ill-fated pool party, etc.).

My dusty synapses fired up once again the other day when I spied a PR news brief announcing that a certain luggage company had retained a new PR firm. You see, Ed and I knew this company once upon a time. We knew it very well.

Nearly two decades ago, we toiled for a now defunct, integrated marketing shop called Earle Palmer Brown. EPB was the antithesis of our other employer, Brouillard (i.e. if the latter resembled the Politburo, the former was more akin to what Ed’s charming and vivacious wife, Pamela, liked to call ‘Romper Room.’). The inmates ran the asylum at EPB. And, because, Ed, Bill Southard (our boss) and I were bringing in loads of new business, we were pretty much allowed to indulge any and all excesses.

All of which brings me back to the luggage company. At the time, they were a client on the advertising side of the office. In order to create ads for the client, our ad group needed to photograph the product. So, they grabbed an unused storage room and filled it with the latest, greatest stuff (note: the luggage was also loaned to art directors and photo editors of style magazines for use as props in their shoots).

One day, when the account manager was away on vacation, someone in the PR group secured a key to the product storage room. Needless to say, it emptied out faster than a disappointed group of Mets fans leaving CitiField. Everyone grabbed one, two or more items of their liking. It was positively Bacchanalian in its excess.

Now, fast forward to the following week when the vacationing account guy returned, unlocked the product loan door and went totally ballistic. He sent an agency-wide note letting everyone know about the theft, suggesting he knew exactly who had taken it (our rollicking PR group had built quite an image and reputation by then) and declared that no questions would be asked if the merchandise was promptly returned. Sad to say, it wasn’t. The account guy complained to senior management, who promptly told him to back off. He did a little dance with the client and told them uncooperative art directors and photo editors had refused to return the product loans. Amazingly, the room was quickly restocked and the office returned to its normal state of complete bedlam.

In retrospect, the case of the missing luggage is an interesting morality tale. It spotlights the reality that far too many management teams ‘overlook’ inappropriate behavior from solid performers. Just look at Wall Street or Enron or BP. Moral and ethical behavior routinely takes a back seat to profits (which is why we’re seeing such a plethora of crises). At EPB, the PR group were the high rollers, so no one was going to mess with us about a few missing garment bags.

I’d like to think that Ed and I took the best and worst of what we experienced at EPB and Brouillard, and created a happy medium at Peppercom. It also helps that we haven’t represented luggage manufacturers and been tempted to ‘borrow’ a sleek, black briefcase or two.

We’re older and wiser now (even if Ed hasn’t aged particularly well). And, I’d like to think we’d crack down hard and fast on any behavior remotely resembling the Romper Room days of EPB- which should be good news for any luggage manufacturers out there in search of PR agency support. Your bags are safe with us.

Feb 23

Is Toyota this decade’s Enron?

The latest terror suspect Najibullah Zazi, as well as the makers of Avandia and hot dogs have to be breathing a little easier this morning (well, at least the Avandia and hot dog makers are).

February 23 All three were caught in the crosshairs of breaking crises, but avoided being the lead item on nightly news and talk shows thanks to good, old Toyota.

Good and old are apt descriptors for the automaker. I say that because Toyota's management is practicing what was once considered smart management and crisis communications in the good, old days. Denial, obfuscation and evasiveness worked well in the dark, distant past. But that was then and this is now.

Silence seems to be the watchword of Toyota's communications strategy today. This, despite mounting evidence that their entire line of cars is stricken with a fatal flaw: an accelerator that doesn't have a fail safe mechanism.

As a result, politicians, consumer watchdog groups and investigative journalists alike are salivating like Pavlov's dog at the prospect of bringing down a big, bad business caught being a big, bad business. It's a Hollywood movie plot that screams out for the likes of Michael Douglas, Meryl Streep and Dustin Hoffman in the lead roles.

And, it also goes to show that all the public relations and advertising in the world are meaningless if the product is rotten and the company's leaders are caught covering up the damage. All of which leads to my question of the day: Will Toyota be this decade's Enron?