Word: taco
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Dates: during 2000-2009
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...Taco Bell has had to close several restaurants because an outbreak of E. coli has made customers sick. As a result, Taco Bell is changing their slogan from 'Think Outside the Bun' to 'Puke Outside the Store...
...Wendy's finger episode turned out to have been a hoax. Taco Bell faces a more challenging public-relations task, since the E. coli outbreak could raise health concerns about the chain that will far outlast the specific threat...
...Fink suggests that Taco Bell replace all of its suppliers until the source of contamination is found. That's what he did while overseeing 2003 E. coli outbreak at Pat & Oscar's, a restaurant chain based in southern California. "Taco Bell needs to send a clear message to the customers that they are going the extra mile to protect them - that has not come across in anything I have seen yet," says Fink...
...Bernstein's advice for Taco Bell is to be aggressive and apologize for its poor communication. "They've already made one set of mistakes," he says. "They should come forward and say 'We haven't gotten out on the right foot, we should have had a person out front, our hearts go out to those who are ill.' If you've taken every step to prevent a crisis and to communicate it, the public is much more forgiving than...
...Neither Bernstein nor Fink knows the details of Taco Bell's current crisis. But Fink, who also oversaw crisis management for the Jack in the Box restaurant chain when its E. coli outbreak in 1993 sickened 600 and killed four children, predicts that Taco Bell's troubles are just beginning. "I can tell you right now there's going to be class action lawsuits, a lot of litigation involved, and health department investigations," Fink says. "It's going to go on for a period of years, and Taco Bell needs to be prepared for it. I don't know whether...