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Call it a coincidental echo or a refreshing sign of responsive customer relations. We spot a second instance in one day of effective online crisis management by a small Detroit business.
Case Study #1 came from the new Vault of Midnight comic shop, whose co-owner posts a straightforward apology to a patron who felt disrespected.
Example #2 involves Mudgie's, a popular eight-year-old Corktown deli that endured a day from hell Wednesday. Gregory Michael Mudge, its founder, pilloried himself in the square of public opinion.
Greg Mudge: "So many things went wrong we simply could not pull it back together." (Photo by Dine Drink Detroit)
Here's what he posts frankly on Facebook:
Yesterday, we completely dropped the ball.
In the restaurant world there are many variables that can cause what I call a crash and burn. On any given day in a restaurant, many of the variables can cause grief for us and you the guest will never even know. People calling off last minute, people not showing up at all, orders showing up late, orders being short, twice the amount of anticipated business (a blessing and a curse).
Yesterday all these forces were working against us. There is no excuse for poor service or long ticket times. Yesterday, so many things went wrong we simply could not pull it back together. We crashed and burned.
I can say that while this may happen, this is never on purpose, because we don't care, or we have not done everything we can to prevent it.
I apologize for any negative experiences you may have had yesterday with us. If you did experience anything less than acceptable yesterday, please contact me personally and I will do my best to make it up to you. I apologize.
-- Greg Mudge
His act of contrition earns more than 150 "likes" and more than two dozen positive comments Thursday afternoon and evening. A sampling:
► And this is why we love Mudgies. You own up to your mistakes. No one's perfect. Still my favorite! (I wasn't there yesterday.) -- Kelley Rettger
► Never had a bad experience here. We all have bad days. -- Mitch Beri
► Dude, you nailed it. A lot of variables went against you and you are owning it and offering to make it right. Well done, and it is an example of what integrity is.. -- Jake Rocker
► Wasn't there, but most reasonable people will understand that no one is perfect and you were all doing the best you could with what you had. I ❤️ Mudgies!. -- Ashley Jankowski
► This sentiment is why so many people are diehard fans. We all have bad days and we all can't wait to return to Mudgie's. -- Justine McNichols
► Greg, a very classy post. No business is harder than the restaurant business. -- Duane Schiller
Our takeaway: Mudge gets the PR 101 lesson about being honest, open and respectful to customers.
