Responses to the Super Bowl Outage
Twitter users were active during the Super Bowl outage, and parties involved are responding to the blackout that delayed the game by 34 minutes.
A joint statement by Entergy and Superdome manager SMG blames energy lines for the outage:
"A piece of equipment that is designed to monitor electrical load sensed an abnormality in the system. Once the issue was detected, the sensing equipment operated as designed and opened a breaker, causing power to be partially cut to the Superdome in order to isolate the issue. Backup generators kicked in immediately as designed.
"Entergy and SMG subsequently coordinated start-up procedures, ensuring that full power was safely restored to the Superdome. The fault-sensing equipment activated where the Superdome equipment intersects with Entergy's feed into the facility. There were no additional issues detected. Entergy and SMG will continue to investigate the root cause of the abnormality."
New Orleans Mayor Mitch Landrieu said the power outage was "an unfortunate moment in what has been an otherwise shining Super Bowl week for the city of New Orleans. . . . In the coming days, I expect a full after-action report from all parties involved." He may have reason to worry: critics say that the outage may affect whether New Orleans hosts future games.
During the outage, fans were active on Twitter, reporting what they saw and making jokes. And marketers took advantage of the downtime, quickly generating relevant ads:
Other advertising tweets were timely:
- Walgreens: "We do carry candles" and "We also sell lights."
- Tide: "We can't get your # blackout, but we can get your stains out."
- Audi: "Sending some LEDs to the @ mbusa Superdome right now…" (This one is a dig on Mercedes-Benz' sponsorship of the stadium.)
Discussion Starters:
- If you watched the game, what did you do during the outage? Did you visit social media sites to post or see commentary? What did you expect, and what did you find?
- Read some of the tweets sent during the Super Bowl. What strikes you about these examples? How would you summarize the two or three ways that people used Twitter during the game?
Applebee's Receipt Goes Public
Unhappy with not receiving a tip, an Applebee's server posted the signed check online-and got fired. The customer, Pastor Alois Bell, crossed out the 18% tip automatically added for large parties and wrote "0%" with the note, "I give God 10% why do you get 18?" The server, Chelsea, posted the receipt to the Atheism forum on Reddit.
Bell apparently left a $6 cash tip, but the server, Chelsea, was still offended by the note. When Bell learned that the receipt was posted online, she returned to Applebee's and demanded that everyone be fired. Later, she regreted her actions, calling them a lapse in judgement: "I've brought embarrassment to my church and ministry."
As expected, social media reactions are mixed, with many comments criticizing Applebee's decision to fire Chelsea. The company posted this response to its Facebook page:
"We wish this situation hadn't happened. Our Guests' personal information-including their meal check-is private, and neither Applebee's nor its franchisees have a right to share this information publicly. We value our Guests' trust above all else. Our franchisee has apologized to the Guest and has taken disciplinary action with the Team Member for violating their Guest's right to privacy."
In addition, the CEO posted a statement on Applebee's website, including the excerpt from the policy:
"Employees must honor the privacy rights of APPLEBEE's and its employees by seeking permission before writing about or displaying internal APPLEBEE'S happenings that might be considered to be a breach of privacy and confidentiality. This shall include, but not be limited to, posting of photographs, video, or audio of APPLEBEE'S employees or its customers, suppliers, agents or competitors, without first obtaining written approval from the Vice President of Operations. . . . Employees who violate this policy will be subject to disciplinary action, up to and including termination of employment."
Discussion Starters:
- What's your reaction to Chelsea's posting the receipt online? Was it her right, or did she misstep?
- Did Applebee's do the right thing by firing Chelsea? Why or why not? How do you assess the company's rationale-that posting the receipt was a violation of the guest's privacy?
- Read the CEO's statement. What do you consider his strongest and weakest arguments for terminating Chelsea?
Employee Live Tweets During Layoffs at HMV
Note to companies: Maintain control of your Twitter feed, particularly in tough times. At British Electronics company HMV, an employee "live tweeted" during layoffs.
We can understand the marketing director's wanting to stop the tweets, but it sounds funny for him to ask, "How do I shut down Twitter?" That's like wanting to stop Facebook. We've all had that dream.
When the company reclaimed control over the feed (I'm not sure how), they tweeted this response:
Discussion Starters:
- How could HMV have prevented the Twitter feed from being hijacked? Should management have anticipated this, or is that too much to expect?
- How do you assess the company's response? What, if anything, should management have done differently?
Taco Bell Pulls Anti-Veggies Ad
"Veggies on game day is like punting on fourth and one-it's a cop out." So says a Taco Bell commercial that the company has since pulled. According to the ad, people will hate you for bringing vegetables to their house for the Super Bowl.
Nutrition organizations took offense. The Center for Science in the Public Interest urged people to tweet complaints to Taco Bell.
The company responded quickly. The CSPI posted this statement on its website:
"It's bad enough that there aren't many ads on television for broccoli, kale, or carrots. The last thing healthy fruits and vegetables needed was to be the subject of attack ads. We are delighted that Taco Bell is pulling an ad that urged people not to bring veggie trays to their Super Bowl parties, but to instead bring 12-packs of Taco Bell's tacos. Thanks to Taco Bell for responding with record speed to address nutritionists' and consumers' concern over this ad campaign."
A spokesperson for Taco Bell explained the decision simply: "We didn't want anyone to misinterpret the intent of the ad."
Discussion Starters:
- Are people justified in their criticism of the ad, or are they just too sensitive? What's your view?
- Did Taco Bell make the right decision to pull the ad? What are the arguments for and against the decision?
A Resume to Set You Apart
Philippe Dubost is one clever web product manager. Rather than producing a boring, print resume or an overwhelming online resume, he designed his to resemble an Amazon product page.
The resume has attracted a lot of attention, leading him to post an "Instant update" on his Amazon page: "Hi everyone, thank you so much for the overwhelming (and unexpected!) nice feedback! I'll share what happens on twitter." Dubost also has appeared on news programs to talk about his "Amaz-ing" resume.
When asked why Dubost has so many one-star reviews, he tweeted: "lots of ex-girlfriends."
Here are two other recent attempts to get noticed on the job market:
Discussion Starters:
- What's your view of Dubost's resume? Gimmicky, clever, or something else?
- What risks would you be willing to take to get hired?
- For what industries or type of positions would this approach be most and least effective?
H&R Block Responds to TurboTax Ads
TurboTax pokes fun at H&R Block in two recent ads, and H&R Block is fighting back.
The first ad shows a salesperson in a retail store helping a customer. When the customer realizes the woman did her taxes for her, she says, "I thought you were an expert with returns."
With a similar message, the second ad shows an H&R Block employee as a plumber.
TurboTax is differentiating its product by promising that users get advice only from CPAs, EAs, and tax attorneys-"real tax attorneys." In the commercial, TurboTax also claims that more Americans used the system than all H&R Block and other tax stores combined.
Bill Cobb, CEO, H&R Block called the ads "outrageous" and sent this email to reassure employees:
When we say we believe in our people, we mean it.
TurboTax has launched two new outrageous commercials that attempt to sell their tax advice resources as more prepared, more professional, and simply superior to ours. As you can see in the links to these ads below, TurboTax uses misleading data and statements to not only suggest that their advisors are better, but to also make fun of plumbers and retail sales clerks as not very smart.
We work in a competitive business that challenges us every day to live by and defend our values. So when a competitor takes a pot shot at our people – the tax professionals who deliver for our clients every day and in every season – we step up and say: no way – not on our watch.
We have a strong brand built on integrity and professionalism and anchored by our tax professionals. We are going to defend our tax professionals and our brand against this attack – and we will do it quickly, directly and aggressively.
New H&R Block TV commercials to fight this challenge are in development and will augment our current marketing campaign that is all about the tax pro. Legal considerations are being assessed and appropriate action will be taken quickly. And we will develop a way for each of you to have your voice heard in support of yourself and all our tax professionals – stay tuned for more specifics this week.
The season begins next January 30, and we are focused on executing our plan. Don't let these commercials be a distraction – we've got this covered. Instead, stay focused on your day-to-day efforts to deliver for our clients – this is our best response. And let every client or potential client who is a plumber, retail clerk, salesperson or other hardworking American know we are honored to serve them.
We believe in our people. I believe in our people – and I want the world to know I've got your back.
Discussion Starters:
- What strategies of persuasion does TurboTax use in its commercials?
- What strategies does Cobb use in his email to employees?
- Which do you find more convincing and why?
Let the (Commercial) Games Begin!
A week before the Super Bowl, marketers are already capitalizing on a strong audience. Last year, ads that ran on YouTube received 600% more
views than those that waited until the big day (9 million compared to
1.3 million).
Although some companies hold out for the "big reveal," Nielsen data shows that the early release didn't hurt last year's brands. Opting for short "teasers" on YouTube still is a popular strategy, but this may change. The YouTube audience for Super Bowl ads is 300 million, far more than the 111 million who watch the game on TV.
On the other hand, so far, the most talked about video is a teaser. A new Mercedes Benz video featuring model Kate Upton aims to reach a younger audience for the car manufacturer-people in their 30s and 40s rather than the current 50-year-olds who currently buy the cars. The company's compact sedan sells for under $30,000, which is part of their new strategy as well. In classic Super Bowl ad fashion, the commercial plays on Upton's sex appeal.
Discussion Starters:
- Why would some companies hold out for a "big reveal," rather than post videos online before the game? What are the trade-offs of each strategy?
- What is your view of the Mercedes commercial? How effective will it be in selling more cars?
- Compare the Mercedes commercial to Go Daddy ads from previous Super Bowls. Other than the obvious sex appeal, what similarities do you see?
Teacher May Be Fired for Posting Pics of Students
A teacher is under pressure for posting pictures of her students with duct tape across their mouths. What was intended as a funny moment within a class has become an issue for an Ohio school board.
When a middle-school student had trouble with her binder, 33-year-old teacher Melissa Cairns gave her some duct tape to hold it together. Instead, the student put the tape across her mouth. Getting a laugh from students encouraged others to do the same.
According to Cairns, the students asked her to talk a picture. She did. And posted it to Facebook with the caption, "Finally found a way to get them to be quiet!!!"
Another school employee reported her. Cairns removed the picture, as requested, but she is now suspended on unpaid leave, awaiting the school's decision.
Discussion Starters:
- What about the teacher's perspective (in her video interview) makes sense to you? What doesn't?
- If you were the school principal, how would you handle the situation?
- Imagine that you're a parent of one of the children whose picture was posted. What do you suppose your reaction might be?
- The CNET article refers to Cairns' "private" Facebook page. Is Facebook private?
- What could a school do to prevent this type of situation in the future?
More Teens and Young Adults Use Tumblr than Facebook
Is Facebook becoming passé? Among 13-to-18-year-olds and 19-to-25-year-olds, Tumblr is the social media winner, according to one recent study. Although Facebook is still popular among these age groups, 55 % of teens and 52% of the young adults are on the site, compared to 61% and 57% on Tumblr.
One digital marketing consultant explains the difference this way:
"Facebook is where teens and young adults connect with family and some friends. Tumblr is where they connect with like-minded people about the topics they care about."
With its single-subject, short blog entries and animated GIFs, Tumblr appeals to the younger crowd. Facebook certainly is showing its age, with the average user now 40.5-not exactly the Harvard social seeker of its roots.
Survey researcher Gary Tan, 31, is concerned that he's already a "geezer":
"To be honest, it's a sobering notion that there's some piece of technology out there that you and your peer group doesn't use and doesn't understand. As far as I can tell, it might be a first for me and my geezer friends."
This survey is consistent with other reports that teens may not be as excited about Facebook as their older peers. A Los Angeles Times article in May 2012 reported that young people's "goal is to hook up with smaller circles of friends and share their thoughts and feelings away from the prying eyes of Mom and Dad." When parents are online, it's just not as much fun anymore.
Discussion Starters:
- Does this latest survey match with your experience of social media sites? If you have younger brothers and sisters, do you find them interested in sites other than Facebook?
- What reaction do you have to the survey? Do you feel old and stodgy on Facebook?
PR Firm Apologizes to Citizens of Hamilton, Ontario
It's embarrassing when a PR firm doesn't know the city its hired to represent. Dialogue Partners is trying to regain credibility for the company-and for the city of Hamilton, Ontario.
Contracted for $376,000, the Dialogue Partners began working on "Our Voice, Our Hamilton," a public engagement project. But the firm made several missteps that drew strong criticism from Hamilton citizens:
- On the Twitter account, @ourhamilton, a company representative asked "What is HSR?" The correct answer is, Hamilton Street Railway, the city's transit system, a basic fact that a PR firm should know. The firm said it just was clarifying information.
- Posted on the company's Pinterest board is a photo of Hamilton, Ohio, a long ways from Ontario. The firm said it didn't post the image.
- The firm's website displayed malicious comments, and the company blamed a hacker and took the site down temporarily.
Representative Sam Merulla called the company "a stranger to competence," is hoping to avoid paying the bill, and is planning to bring the campaign in-house.
Dialogue Partners has been listening and responding. In an open letter to Hamilton citizens, the firm apologized and asked for forgiveness: "We hope that you'll give this important conversation a chance." The company also posted a very long, explanatory blog post. A managing partner said, "We are humbled by the loudness of the voices we've heard. We totally want to acknowledge the missteps we've made."
Discussion Starters:
- How could the city have prevented this PR disaster?
- What could Dialogue Partners have done differently?
- Assess the firm's letter to citizens. In what ways does it work well as an apology letter, and in what ways could it be improved?
Subway Loses an Inch and Credibility
How many inches are in a foot? Eleven, according to a Subway customer in Australia and others who have posted similar photos of the "footlong" sandwich. The initial photo received more than 100,000 likes on Facebook, yet Subway was slow in responding.
It's unclear why Subway corporate didn't address comments on its Facebook page, but Subway Australia did post this response:
The company seemed to try a different approach in this statement to The Huffington Post:
"As you know, all of our sandwiches are made to order, and our bread is baked daily in every one of our more than 38,000 restaurants in 100 countries worldwide. We have policies and procedures in place to ensure that our products are consistent and have the same great taste no matter which Subway restaurant you visit.
"We have seen the photo you referenced of a Subway sandwich that looks like it doesn't meet our standards. We always strive for our customers to have the most positive experience possible, and we believe this was an isolated case in which the bread preparation procedures were unfortunately not followed."
Nice try, but this doesn't seem to address the many photos of 11-inch Subway sandwiches.
In a response to ABC News, Subway corporate reinforced the concept of the "footlong" not being a real measurement: "Most countries, such as Australia, follow the metric system so the term Footlong can only be used as part of a trademark." However, the spokesman did acknowledge, "Our global standard for a SUBWAY Footlong sandwich is 12 inches regardless of the restaurant's location."
The metric-system defense seems to contradict this 2008 commercial, clearly stating that a "footlong" is 12 inches.
The company probably want the whole issue to just go away. On its Twitter feed, Subway is promoting its role in The Biggest Loser and, still, the "footlong":
Discussion Starters:
- Some theorize that Subway's toasted bread shrinks, causing the final product to be only 11 inches. Do you buy this argument? If you think it has credibility, should Subway have incorporate this information into its statement? How could this have helped or hurt the company's position?
- What should Subway do on its Facebook page and Twitter feed to regain credibility?
- What if the company is skimping on its sandwiches? What would be an appropriate response in this case? What are the downsides of admitting this?
Another NRA PR Failure?
After its "train wreck" of a press conference, the National Rifle Association is taking heat for a commercial that mentions President Obama's daughters.
In response to the proposed gun control legislation, the ad accuses the president of protecting his own children but not the rest of the country:
"Are the president's kids more important than yours? Then why is he skeptical about putting armed security in our schools when his kids are protected by armed guards at their schools? Mr. Obama demands the wealthy pay their fair share of taxes, but he's just another elitist hypocrite when it comes to a fair share of security."
White House spokesperson Jay Carney called the commercial "repugnant and cowardly." Other critics, such as Republican New Jersey Governor Chris Christie, called the tactic "reprehensible."
In response to the criticism, NRA spokesperson Andrew Arulanandam said, "The president and his family enjoy 24-hour-security from law enforcement at taxpayer expense, and this ad asks very real questions: If it's good enough for the president, why shouldn't it be good enough for the rest for us?"
The NRA also issued a statement, focusing on safety:
"Throughout its history, the National Rifle Association has led efforts to promote safety and responsible gun ownership. Keeping our children and society safe remains our top priority."
Discussion Starters:
- What type of reasoning is the NRA using in its commercial? Do you find it fair, out of bounds, or something else?
- To what audiences would the NRA's ad appeal? Despite the criticism, how do you think these groups reacted?
- Read the NRA's statement. What do you consider the strongest and weakest arguments?
Student's Bold Cover Letter Gets Surprising Results
A business communication instructor would not likely advise a student to write "feed you a line of crapp [sic]" in a cover letter, but for one student, the approach seemed to get good results.
Calling your university "average," offering to "fetch coffee," and admitting to having no "special skills"- these are not compelling reasons to hire a job candidate. But the letter has been forwarded among colleages at financial firms, and the comments are positive. Some call it one of the best cover letters they have ever seen. Wow.
The email comments are surprising, with investment banking managers apparently chomping at the bit to interview the student. Still, I can't say that I'll encourage students to use phrases like "would love nothing more than to learn from your tutelage." Tutelage?
Discussion Starters:
- What's your reaction to the cover letter?
- Why would banks, as traditionally conservative companies, be interested in meeting this student?
- What risks are you willing to take with your own employment communications? What would you consider over-the-top?
Lance Armstrong's Doping Confession
After years of denying using performance-enhancing drugs, Lance Armstrong has finally admitted to doping. Although already under a lifetime ban of participating in Tour de France events and stripped of seven of his Tour de France titles and lucrative endorsements, the cyclist had held fast to his message: "I have never doped." He even sued some of his accusers.
But during an interview with Oprah Winfrey, Armstrong has finally come clean. The interview will air later this week with more details of the confession.
Things may get even worse for Armstrong. The federal government may join a whistleblower lawsuit to recoup money paid to Armstrong by the U.S. Postal Service to sponsor his cycling team. And if he officially admits drug use to the World Anti-Doping Agency, he may face more lawsuits and fines.
Questions remain, for example, whether Armstrong will implicate others and what they may face.
Discussion Starters:
- Why did Armstrong choose to confess now? Why did he choose an interview with Oprah Winfrey to tell us the news?
- When the interview is aired, pay attention to Armstrong's word choices and language. Analyze his approach and delivery. What makes him credible now-or not?
Coca-Cola's New Message: Helping to Fight Obesity
Since the summer, when Mayor Bloomberg limited surgery drinks sold in restaurants, at movies, and by street vendors in NYC to 16 ounces, Coca-Cola has been on the defense. Now, the company is positioning Coca-Cola products as part of an obesity solution.
In a press release titled, "The Coca-Cola Company Reinforces Its Commitment to Help America in the Fight Against Obesity," the company describes a new television commercial that aired on national cable news:
"A two-minute video, titled "Coming Together," debuts tonight on national cable news. The video encourages everyone to be mindful that all calories count in managing your weight, including those in Coca-Cola products and in all foods and beverages. Its purpose is to highlight some of the specifics behind the Company's ongoing commitment to deliver more beverage choices, including low- and no-calorie options, and to clearly communicate the calorie content of all its products."
In addition to the company's commitment to healthier products, the press release highlights programs and policies to encourage fitness and education about calories.
Another commercial, "Be OK," will air on American Idol. According to the press release, this ad "makes it perfectly clear right up front that a can of Coca-Cola has 140 calories. This spot also encourages people to have some fun burning those calories off."
When ABC News asked the company to comment, Coca-Cola referred the reporter to Russell Pate, a professor with Arnold School of Public Health at the University of South Carolina, who blamed the obesity problem on lack of exercise:
"I think we have millions of Americans trying to eat down to their level of inactivity, and it's not working well. I believe strongly we will have to increase the physical activity level of our population if we want to overcome the obesity epidemic that we are currently challenged by."
Related:
Coca-Cola's New Ad Campaign Desperately Downplays Its Role In The Obesity Epidemic
Discussion Starters:
- What's your view of Coca-Cola's new positioning? Do you buy the argument that the company is part of an obesity solution? Why or why not?
- Compare the two commercials. (Find "Be OK" on YouTube.) How do they differ? Why would one air on cable news and the other on network television? What messages is each conveying to what audiences?
- Review Professor Pate's CV. In what ways is he or isn't he a credible source for the ABC News story?
Samsung Tries Animal-Loving Ad
After an ad that drew the wrath of PETA, Samsung is trying a new approach.
In November, Samsung pulled an advertisement that compared old laptops to unwanted puppies-both presumably deserving to be shot. The commercial, "Don't Give up on Puppy Love," showed people attacking their computers, which had cartoon-faced puppies drawn over them. One of the commercial's creators at Viral Factory ad firm said, "We've made the decision to make the video private because it was clearly upsetting some people."
Samsung's new commercial features the EcoBubble Washing Machine. With its super green power (or something), the machine returns a brown bear into its polar bear roots.
I don't think it's very cute, but I guess it's better than shooting a puppy.
Discussion Starters:
- How do you think a company decides whether to pull an ad? What factors would contribute to such a difficult decision?
- Identify examples of logic, emotional appeal, and credibility in the new Samsung ad. Does the company achieve the right balance and persuade you to buy the washing machine?
Jodie Foster's Emotional Golden Globes Speech
Jodie Foster, recipient of the Golden Globes 2013 Cecil Demille Life Time Achievement Award, had the audience in tears during her acceptance speech. Now 50 years old, Foster's career began when she was only three.
With a shakey voice near the beginning of her speech, Foster cued up a big announcement, which people long expected to be that she is a lesbian:
"I'm here being all confessional, and I just have a sudden urge to say something that I've never really been able to air in public, so a declaration that I'm a little nervous about, but maybe not as nervous as my publicist right now. Hi, Jennifer. But I'm just going to put it out there, loud and proud, right? So I'm going to need your support on this. I am... single."
....
"I hope that you're not too disappointed that there won't be a big coming-out speech tonight, because I already did my coming out about a thousand years ago back in the Stone Age, in those very quaint days, when a fragile young girl would open up to trusted friends and family and co-workers and then gradually, proudly to everyone who knew her to everyone she actually met,. "But now apparently, I'm told that every celebrity is expected to honor the details of their life with a press conference, a fragrance, and a prime time reality show. And you guys might be surprised, but I am not Honey Boo Boo Child. No, I'm sorry, that's just not me; it never was, and it never will be, but please don't cry because my reality show would be so boring."
Foster then talked about the challenges of being a public figure and maintaining a private life. She thanked her ex-partner and her two boys, who supported her during the speech.
Discussion Starters:
- What risks did Jodie Foster take in delivering this speech? What do you think were her fears?
- Why do you think she took as long as she did to come out publicly? Why did she choose this opportunity?
Another Airline "Breaks Guitars"
How is it possible for another airline to mishandle a customer's guitar AND the situation? Remember "United Breaks Guitars," the hit YouTube video and song that garnered over 12 million views?
This time, Delta disappointed Dave Schneider, guitarist and singer with the band The LeeVees. Trapping his (according to Schneider) $10,000 guitar between an elevator and a service-dock railing, the airline caused $1,980 in damage. Schneider wanted to carry on his guitar but was told that he had to check it. He described the ordeal in a YouTube video and on his Facebook page.
Although Schneider was offered $1,000, he declined, not knowing how much the repairs would cost. He completed online forms but didn't hear back from the airline until his story became public on Yahoo and other news sources. Then, the airline quickly responded, offering to replace his Gibson guitar.
Not to be outdone-or to miss a publicity opportunity-Gibson offered to replace the guitar with an anniversary issue guitar free of charge. Schneider was impressed: "We all know Gibson guitars rock. But at this moment, the Gibson company is rocking even harder than Pete Townshend's Les Paul."
Schneider mostly was disappointed with Delta's response: "I received quite a few apologies from different folks at Delta, which seemed a bit forced. But I will say that the last email, which I pasted below, was refreshingly genuine."
Mr. Schneider,
I want to further add apologies on behalf of myself and the entire Delta Executive Leadership team for the inconvenience and stress this situation caused. We are reviewing the series of events in full to ensure appropriate steps are taken to prevent future occurrences. Again, my sincerest apologies--please feel free to contact me directly if you would like to discuss further.
Jon Litzenberger
Delta Air Lines
Discussion Starters:
- What should Delta have done differently in this situation? What should the airline have learned from the United experience?
- Research Taylor Guitars' response in the United situation. How does Gibson's response compare? Which is more likely to win customers' favor?
KFC: That's No Brain in Your Chicken; It's a Kidney
A 19-year-old musical theater student found what looked like a brain in his Kentucky Fried Chicken Gladiator meal. KFC assured him it was no brain-more likely a kidney.
Ibrahim Langoo took a picture of what he thought was a "wrinkled brain" and reported the incident to KFC:
"I have a habit of picking the chicken off the bone with my fingers, and as I pulled the second piece apart, I saw this horrible wrinkled foreign body.
"I threw it down onto my tray immediately. It looked like a brain. I suddenly felt grim and really sick.
"I couldn't bring myself to pick the lump up, so I went to the serving counter to complain.
"It was about 1pm and pretty hectic in the restaurant and as it was so busy none of the staff helped me."
KFC apologized:
"We always try to ensure the highest standards in all of our restaurants.
"Although we haven't received the product, it appears from a photograph that unfortunately on this occasion a kidney, and not a brain as claimed, was not removed in the preparation process.
"We're very sorry about Mr Langoo's experience and while there was no health risk, we agree it was unsightly."
The company also offered Langoo vouchers for free food in the future. But he says he's done eating at KFC.
Discussion Starters:
- How do you assess KFC's response? Do you admire the company's honesty, fault its reference to a kidney, or some combination?
- What else, if anything, could the company have done to handle the situation?
Victims' Families Don't Appreciate Theater Invitation
The Century Aurora theater in Colorado, where 12 people were killed and 58 injured, reopened a few months after the horrific shooting incident. To encourage people to return, the theater sent invitations to the victims' families for a "special evening of remembrance," with a movie showing.
The families didn't appreciate the gesture. In a letter to the theater company, they called the invitation "disgusting" and "wholly offensive to the memory of our loved ones." Coming just two days after Christmas, the invitation stung even worse for some families.
To the Management of Cinemark USA, Inc.:
During the holiday we didn't think anyone or anything could make our grief worse but you, Cinemark, have managed to do just that by sending us an invitation two days after Christmas inviting us to attend the re-opening of your theater in Aurora where our loved ones were massacred.Thanks for making what is a very difficult holiday season that much more difficult. Timing is everything and yours is awful.
You (Cinemark) has shown, and continues to show, ZERO compassion to the families of the victims whose loved ones were killed in their theater. You, Cinemark, have never once reached out to the families to offer condolences.
This disgusting offer that you'd "like to invite you and a guest to a special evening of remembrance on Thursday, January 17 at 5 PM" followed by the showing of a movie and then telling us to be sure "to reserve our tickets" is wholly offensive to the memory of our loved ones.
Our family members will never be on this earth with us again and a movie ticket and some token words from people who didn't care enough to reach out to us, nor respond when we reached out to them to talk, is appalling.
You (Cinemark) refused our repeated invitations to speak parent to parent with no lawyers involved. Instead, we get invited to attend a "special evening of remembrance" at the very theater where our loved ones lay dead on the floor for over 15 hours. We would give anything to wipe the carnage of that night out of our minds' eye. Thank you for reminding us how your quest for profits has blinded your leadership and made you so callous as to be oblivious to our mental anguish.
We, the families, recognize your thinly veiled publicity ploy for what it is: A great opportunity for you to distance yourselves and divert public scrutiny from your culpability in this massacre.
After reading our response to your ridiculously offensive invitation, you now know why we will not be attending your re-opening celebration and will be using every social media tool at our disposal to ask the other victims to ask their friends and family to honor us by boycotting the killing field of our children.
Discussion Starters:
- What's your view of the theater's invitation: a nice gesture, an insensitive ploy to recoup revenue, or something else?
- What could have been a better approach for the theater?
- How well does the families' letter express their perspective? What suggestions, if any, do you have for a revision?
- In the families' letter, they say that the theater has refused to meet with them. How, if at all, does this influence your perspective of the invitation?