Domino's Pizza Crisis Essay

1031 Words 5 Pages
Communication and crisis’s go hand in hand. Both two interdependent items that can influence each other for better and for worse. Communication can be the difference between an organization recovering from a crisis or not. It is a crucial tool that can be used to create both positive or negative outcomes. Crisis’s are often influenced by the media, allowing for the public to become apart of the conversation with the organization. This was the case for Domino’s pizza during their social media incident where two employees were caught spitting and violating the customer’s trust by being dirty with their pizzas. The crisis was covered by all sorts of news media, from coast to coast. Dominos was able to use their communication with the public …show more content…
This crisis occurred at the Domino’s location in North Carolina, at around 11 pm. This crisis not only affected dominos though, it brought on nationwide disgust as the video quickly reached 1 million views on YouTube. This event caused distrust in customers, loss of revenue, competitor backlash and general distain for the company. The dominos restaurant, was seen to be a local favorite and a highly grossing store up until the crisis occurred. This type of crisis was not something that was commonly known as a threat before it happened, however, afterwards it came to the forefront of the customers, and the restaurants minds. Initially it was reported that only a couple people’s orders had been tampered with, however, others began to claim that theirs were damaged too, simply due to the unknown factor. The speculation by the customers on whether or not they trusted the pizza that they had from the restaurant became a common concern. The severity of this incident was unlike anything ever seen before in the food industry. The risk for sickness and food poisoning began plaguing the minds of those ordered, or were going to order at …show more content…
For instance, earlier this year, Chipotle had a major outbreak of the deadly bacteria. This bacterium infected thousands of customers as the restaurant estimates. As the company was trying to recover from the crisis, they did not respond quickly which further angered the customers involved. Furthermore, the company did not have anyone to blame other than themselves for the dirty food being delivered and served at their restaurant. Also, to many people’s surprise, this was not the first outbreak of e coli strains at the chain restaurant. Rightfully so, many customers have lost confidence in the brand due to the repetition of disease ridden food. It is clear that ill-treatment of food in restaurants may not be a new crisis, however, how the company handles the crisis is what makes the

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