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Arby’s put on defensive after finger found in boy’s food June 2, 2012

Posted by rmshepard in Uncategorized.
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A Michigan teen in May 2012 had the horrible experience that nobody would ever want. While munching on his roast beef sandwich, he found a particular piece especially chewy. Upon spitting up his bite, he discovered an inch long piece of a finger. Health inspectors confirmed the story, after learning that an employee had cut her finger earlier in the week, but hadn’t told anyone. The restaurant was immediately closed for cleaning.

Since the incident, Arby’s has been on the defensive my expressing its apologies to the boy. Moreover, an Arby’s spokesperson stated that they had been “in touch with its nationwide network of restaurants to reinforce training and safety protocols for our 66,000 employees.” However, many crisis communication analysts are claiming that the fast food may not be doing enough to control the story.

For more on the incident, see the following video:

Discussion Questions:

1.  How might the single incident in Michigan hurt the reputation of Arby’s? What was especially controversial about the incident?

2.  How should companies respond to similar incidents?

3.  Will Arby’s be harmed by the incident in Michigan? Why, or why not?

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