When you get down to it, clients hire agencies like ours to use creativity to get people’s attention. Of course one of the inevitable consequences of people noticing what you’re saying is that not every one will like it. It can be amazing to watch how a company reacts to negative feedback about its communications.

They spend months and months thinking, planning, executing. They pour thousands – or even millions – into its creation and propagation. Then a few people send them emails complaining. And suddenly they go into a panic essentially throwing out all that time and money to appease a few squeaky wheels.

Dunkin Donuts recently pulled an ad with Rachel Ray in it because the checkered scarf she was wearing reminded some numbskulls of a traditional Arab headdress. And while I’m thrilled to see less of Rachel Ray, the speed at which a big advertiser crumbled to inane pressure is demoralizing.

This nice TV spot in England was pulled under similar circumstances. Heinz simply buckled to bigots and it’s a shame. Another victory for the nasty people. Next time you see an ad or web site or any kind of communications that’s smart or funny or surprising, send a note telling someone. Perhaps some sugar can neutralize all the acid that’s out there?