Paula Deen Gets Railroaded… I Still Don’t Like Her, But Fair Is Fair

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What a week for the fried chicken queen. And let me say up front that I have used Ms. Deen’s catering service and the food was wonderful! Amazing fried chicken, some of the best I’ve ever had; and I’m no rookie when it comes to chicken and greens and grits. I’ve been married to an Alabama woman for 40 years whose mom is a first-rate, classic southern cook.

With that confession, I’ll also admit that I don’t like Paula’s persona, or anyone who makes a living being ‘southern’ or ‘a NYC wise guy’ or ‘a cynical New Englander’. I dislike all of that regionalist shtick. We’re Americans, ain’t we? Ms. Deen, and all who make a living exaggerating local eccentricities, are simplistic caricatures, at best, and almost instantly boring (like the blue collar comedians – they start out funny then fizzle out altogether and do Prilosec commercials, y’all).

But Ms. Deen has been given a cruel beating for no reason, other than she’s a loud southern woman and we don’t like that. First, let’s be honest – how many times in our lives have we used the N-word? (And the word is nigger, why can’t we say it in context? What are we afraid of?)

In my lifetime, hundreds: it was a common and ignorant term in the 60s and 70s. Yes, we’ve thankfully overcome some hurtful talk, but don’t ask Ms. Deen and those of her age to rewrite history. And isn’t that what the media is doing? Matt Lauer’s question about how many times she said ‘nigger’ is childish and inflammatory and almost requires Ms. Deen to lie.

‘Hey Matt, how many times have you said the N-word? Or Jew? Or dago? Or towel head? Or cracker?’ How many polocks does it take to change a light bulb? How do you get an Italian girl pregnant? These derogatory words and jokes are rampant among all colors and creeds… that’s not a good thing, just a fact. (Again, as a culture we are getting better at this, more sensitive to other’s feeling, less fearful.)

But now the media judges Ms. Deen to be racist? You duplicitous bastards!

Here's what really gets me angry: from a marketing perspective I loath the PR companies and ‘experts’ who are filling the airways with cowardly advice for Ms. Deen: “Be repentant, say you’re sorry, swallow your pride, etc., etc., etc.” Bull. What did all of that get her, including the tears, after the Lauer interview? Nothing.

Some jackass from a reputation management company in California was on CNN pontificating about how Ms. Deen should atone for her N-word sin. Worst advice ever.

Here is mine: Don’t apologize. If you’ve hurt anyone’s feelings, you’re sorry, but feelings are easily hurt and angry people can’t really be helped.

Say this: “As a woman who grew up in the South, I occasionally used the word – as do both black and white employees in my restaurants… but only occasionally. I’m over 65 years old; if I’ve used the word 50 times it’s less than once a year. 

“Look at the bulk of my employees, black and white… they haven’t claimed racism in the 25 years I’ve been in business. Explain that.

“I’m a cook, not a political figure – I have no need to be politically correct, only to treat people as I wish to be treated. Call me a redneck bitch, I don’t care. I don’t bring lawsuits; I don’t claim you’ve hurt me at some deep level. And I don’t think that makes you prejudiced against women or the south. Rather, it makes you human and we’re all ignorant and angry at one time or another... like when someone has a gun to your head."

Case closed. The more she apologizes and cries and plays ‘queen for a day’ the longer this beating will last… the more people will kick her when she’s down… the longer this episode will define her career.

And ultimately, how can Ms. Deen be hurt? She has millions. Her followers will give her more support, not less. Those who didn’t like her (I’m one) might begin to feel some sympathy (I do).

Paula, please… stop listening to these reputation sissies who always ask you to be humble… who demand an apology. Heroes don’t apologize… and you are a heroic, single mom entrepreneur who took her limited talents and built them into an empire.

Good for you. You have created something, which is more than anyone can say for the Matt Lauer’s of the world who have no creative talent other than the back seat driving skills to criticize.

“Matt, you’re not fair and you can’t hurt me… so ask an intelligent question or please shut up.”

Better yet, stay off of that insipid show. (Next on The Today Show… sensible shoes for summer!)

What whores these media people be.

Twitter, NBC and Corporate Hubris

It's the age of empowered consumers. Enlightened companies get this, but most don't, particularly those who are used to being in total control... you know, the NBC's of the world, the Bank of America types and most of the classic corporate giants from the last century.

Consumers are armed with instant information, the entire history of a company, every good and bad word ever said. We no longer take anyone's word for anything without stopping by Wikipedia for a quick glance.

As obvious as this new consumer strength may be, experience tells me that most companies don’t get it. And that indictment applies to large and small alike. You’d think larger, multi-billion dollar corporations with hundreds of marketing experts and social scientists on staff would see the pattern, but they don’t.

Why? The Greeks had a word for it… hubris.

It’s really the same principle you see in play with some politicians. They choose high-risk behavior – nights with prostitutes, illicit sex in men’s rooms, etc. – because they feel they are powerful enough to be above the law. Of course, they never are, particularly when that ‘law’ is in the court of public opinion.

Companies are the same – and the bigger they are, the more ignorant and arrogant are their actions. 

But you would think that a huge media conglomerate like NBC and the social media darling Twitter would be one of the few that understands.

They don't and they didn't when it came to closing the blog of a reporter critical of NBC's (pretty bad) Olympic coverage.

NBC, the media giant and defender of first amendment rights, couldn't take the criticism from one, just one reporter's Twitter account. That tells me that all this crap about NBC being online and in-touch and part of the new media revolution is all... well... crap. They haven't a clue about how the billion or so of us who use the Net regularly feel about any type of censorship.

Even worse, the folks at Twitter -- who should be savvy about social media and its users -- responded just like a 19th century robber baron wanting to crush the unions. Twitter acting like US Steel? Sickening but oh so funny. So much for Twitter being cool. Yeah, they're cool, just like the Stasi.

Recall how in the past 12 months or so big companies have given in to consumer demands. Remember when Bank of America announced that it would charge a monthly fee for users of debit cards. Consumers hit the roof, then the Internet. One month before implementation (after swearing they would not go back on the policy) BofA scrapped the plan.

Netflix decided to raise its monthly charge several dollars and people were outraged. OK, says the CEO, then we’ll change the service plan from a combination of online and DVDs by mail to online only. Another public outcry. Netflix loses 250,000 customers overnight. They relent but too late. The damage has been done to the brand and its bottom line.

Verizon announced that it would begin charging customers $2 to pay their bills online (and not through direct debit). Less than a day later, the outrage was so great the idea was dropped. 

Seeing a pattern yet?

Never in my lifetime have such large companies been forced to give in to consumers. Up until now it’s been all their way and consumers could like it or lump it.

No more. Yet companies continue to act as if they are in control... just like NBC and Twitter. And no matter how many times the newly empowered consumer wins, you can’t get 50-something executives to see it. Instead they keep alienating consumers and scratching their balding heads as to why ‘nothing in marketing works anymore.’

Hubris… the downfall of Icarus and Oedipus and Agamemnon and even Arthur.  The Greeks might not know how to run their economy, but when it comes to human nature, they’ve been spot on for centuries.

Twitter? An embarrassment... and frankly while I still tweet I don't feel nearly as happy with it. The brand has lost me and like a cold love affair, I don't think I can ever get back to any level of trust. 

NBC -- big network still acting like big shots. So thin skinned it can't take even a hint of criticism... like politicians, like the old Soviet Union, like all bullies everywhere.