The last I heard a phrase like “Sorry, Indians not allowed” was in the pre-independence India and it’s a kind of strange that even more than 60 years after independence that in the Capital City of India, an international company which is looking to make money from India would open their FIRST outlet with an “Exclusive Preview for international travellers” and restrict access to holders of international passports..don’t believe me check out the picture that my friend and colleague Shrey Khetarpal took when he visited their outlet at the CITY SELECT MALL in Saket, New Delhi.

What’s their message “INDIANS KEEP OUT”! Wonder how’s that going to be possible for a retail outlet in India? Apparently, this is a franchise outlet and the franchisee is an Indian national. The question I ask, “Does Haagen-Dazs have any control over its communication and the way it presents itself to its consumers?” If the answer in this case is a NO, then it’s their reputation that is going for a nosedive and NOT that of the franchisee, who will forever remain confined to the unknown!

My thanks to Rajesh Kalra of Times of India for taking this up in the press and we need many more of such people to take issue with such blatant disrespect of the people of the nation. One could argue that it was an oversight by a franchisee and not really the intent of the company BUT no company can absolve itself of the responsibility of the actions of the people and partners that represent it, especially when it comes to winning hearts and minds of its stakeholders.

Good public relations creates ‘goodwill’ and its foundation is the ‘good work’ of an institution and oversights of like these can seriously damage the goodwill that Haagen-Dazs has earned over the years. Whilst the outlet denies that such an offer “only for international passport… ever existed, there is enough proof of it and pictures don’t lie! Denial is the wrong strategy to follow, it’s like adding insult to injury.

Haagen-Dazs should come forwards and if it’s is genuine mistake (to err is human) , tender an immediate apology to the people and initiate serious action against the franchisee to the point of cancelling its contract. Only then will it demonstrate that its serious about protecting its good name built over years of hard work. There can be no comprise in matter relating to the reputation or good will earned. It takes years to earn it and seconds to lose it!

As Warren Buffet said, at a congressional committee hearing when describing his one life brief to his management team, “if you lose money, I will be understanding, if you lose reputation, I will be ruthless.”

We will wait to see what action Haagen-Dazs take to protect and nurture its reputation.

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Tags: Corporate Reputation, good public relations, Haagen Daas, Haagen-Dazs, Hagen-Das, racism against Indians, reputation management, warren buffet