"I didn't want anybody shooting me in the back or anything because we really screwed it up. We had no idea that we were going to get that kind of response."
"We let you down, and we're sorry. You visited our restaurants in overwhelming numbers, and we weren't ready for you. We didn't meet our own standards, and that's not something we take lightly."
Five Guys CEO Jerry Murrell awarded a $1.5 million bonus to employees following a problematic buy-one-get-one-free promotion that overwhelmed the chain's operations. The promotion, intended to celebrate the company's 40th anniversary, led to app crashes and early discontinuation at many locations, resulting in significant customer backlash. Murrell's comments referenced the need to address the chaos and expressed regret for the difficulties faced by employees. The company issued apologies to customers and sought to rectify the situation by restarting the promotion shortly after.
Read at www.theguardian.com
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