Comprehension
A pastor had eaten at restaurant with his troup of ten and his family. It is a norm to tip the waiter and about 20% of a waiter’s salary comes from these tips. However, while paying the bill, the pastor crossed out the automatic 18% tip charged for parties of more than eight and wrote “I give God 10% why do you get 18%?” above his signature. The chagrined waitress at the restaurant posted a photo of this on the social media. She was subsequently red for violating company’s policy on customer privacy.
This would have been understandable if the restaurant had not posted just 2 weeks ago a customer receipt that was complimenting them. Social media and social activists came heavily upon the management’s ambivalent stand and the ring of the waitress. In response, the company posted a note on their social media page defending their actions. This quickly drew over 10,000 comments, mostly negative, to which the management started responding by posting the same note over and over again. There were also accusations of the company deleting negative comments and blocking users. The restaurant also experienced a sizable drop in their footfall.
Question: 1
Who/what is the main cause for the situation becoming unmanageable?
Who/what is the main cause for the situation becoming unmanageable?
Show Hint
When identifying the “main cause” in RC-based questions, focus on the turning point — the specific action that escalates the issue into a crisis. Earlier events may trigger the chain, but the decisive cause is what makes the situation spiral out of control.
Updated On: Aug 23, 2025
- The pastor for flouting the norm of restaurant.
- The waitress for violating customer privacy.
- The management for not taking action against the pastor.
- The management for giving out disproportionate punishment to waitress.
- The management for removing negative comments from the social media.
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The Correct Option is D
Solution and Explanation
The passage describes a sequence of events that escalated into a major public relations disaster for the restaurant.
Step 1: The pastor’s act
The pastor’s act of striking out the automatic 18% tip and writing a rude comment was inappropriate, but it was an isolated customer behavior. Normally, such incidents would not spiral into a large-scale crisis.
Step 2: The waitress’s action
The waitress violated company policy by posting the receipt online, but even this could have been resolved with a lighter punishment or internal handling.
Step 3: The management’s response
The crisis escalated when management responded harshly by firing the waitress, which was perceived as disproportionate punishment. This action triggered widespread public backlash, fueled by social media. The company’s further mishandling — repetitive responses and deleting negative comments — only deepened the outrage.
Step 4: Identifying the root cause
Although multiple players contributed to the situation, the event became
unmanageable only when management’s excessive punishment turned public opinion against them. This was the turning point leading to tens of thousands of negative comments and a decline in business.
Why not the other options? \begin{itemize} \item
Option A: The pastor started the issue but did not make the situation unmanageable. \item
Option B: The waitress violated privacy but her act alone would not have caused such a major fallout. \item
Option C: Not punishing the pastor was not central to the escalation. \item
Option E: Removing negative comments worsened things later but was not the \emph{main cause} of the crisis. \end{itemize} Thus, the main cause was the management’s disproportionate punishment of the waitress.
Final Answer: \[ \boxed{\text{D. The management for giving out disproportionate punishment to waitress.}} \]
The pastor’s act of striking out the automatic 18% tip and writing a rude comment was inappropriate, but it was an isolated customer behavior. Normally, such incidents would not spiral into a large-scale crisis.
Step 2: The waitress’s action
The waitress violated company policy by posting the receipt online, but even this could have been resolved with a lighter punishment or internal handling.
Step 3: The management’s response
The crisis escalated when management responded harshly by firing the waitress, which was perceived as disproportionate punishment. This action triggered widespread public backlash, fueled by social media. The company’s further mishandling — repetitive responses and deleting negative comments — only deepened the outrage.
Step 4: Identifying the root cause
Although multiple players contributed to the situation, the event became
unmanageable only when management’s excessive punishment turned public opinion against them. This was the turning point leading to tens of thousands of negative comments and a decline in business.
Why not the other options? \begin{itemize} \item
Option A: The pastor started the issue but did not make the situation unmanageable. \item
Option B: The waitress violated privacy but her act alone would not have caused such a major fallout. \item
Option C: Not punishing the pastor was not central to the escalation. \item
Option E: Removing negative comments worsened things later but was not the \emph{main cause} of the crisis. \end{itemize} Thus, the main cause was the management’s disproportionate punishment of the waitress.
Final Answer: \[ \boxed{\text{D. The management for giving out disproportionate punishment to waitress.}} \]
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Question: 2
The downward spiral continued for the restaurant as the management persisted in defending their actions and argued with those who criticised them. By the following week, the original post had generated over 18,000 negative comments.
Which of the following is the best way forward for the restaurant at this juncture?
The downward spiral continued for the restaurant as the management persisted in defending their actions and argued with those who criticised them. By the following week, the original post had generated over 18,000 negative comments.
Which of the following is the best way forward for the restaurant at this juncture?
Show Hint
In crisis-management scenarios, accountability and transparency are key. A balanced solution that addresses both organizational mistakes and individual errors helps rebuild trust more effectively than one-sided actions.
Updated On: Aug 23, 2025
- Unconditionally restore the waitress to her former position and salary on the ground that she was never at fault in the first place.
- Apologise to and reinstate the waitress and ask her to apologize for her breach of customer privacy and post both the apologies on social media.
- Reinstate the waitress provided she apologises for her breach of customer privacy and post that apology on the restaurant’s social media page.
- Reinstate the waitress if and only if she apologizes for her breach of customer privacy and posts that apology on her social media page.
- Recruit two waitresses at a higher wage but stick to the original decision of firing the waitress.
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The Correct Option is B
Solution and Explanation
Step 1: Understanding the situation.
The restaurant is facing a public relations crisis, with over 18,000 negative comments, largely due to its defensive stance and lack of accountability. To regain public trust, it must demonstrate responsibility, fairness, and transparency.
Step 2: Evaluating the options.
(A)
Unconditional reinstatement.
While supportive of the waitress, this does not address the alleged breach of privacy and may appear as though the restaurant is ignoring the issue. Incomplete solution.
(B)
Mutual apology and reinstatement.
This option balances both sides. The restaurant apologises for its harsh handling, while the waitress acknowledges the privacy breach. Posting both apologies on social media ensures public visibility and transparency, helping to rebuild credibility. This is the most practical and reputation-restoring choice.
(C)
Waitress-only apology on restaurant’s page.
This places full blame on the waitress and avoids the restaurant’s accountability. The public may see this as unfair, worsening the backlash.
(D)
Waitress-only apology on her personal page.
This shifts the entire responsibility to the waitress and absolves the restaurant of any role in the controversy. The public would likely perceive this as arrogant and unfair.
(E)
Recruiting new staff.
This ignores public sentiment entirely and could intensify negative reactions. It fails to repair reputation and could escalate the boycott.
Step 3: Conclusion.
Option (B) is the best way forward because it promotes shared accountability, public reconciliation, and a visible attempt to correct mistakes.
Final Answer: B. Apologise to and reinstate the waitress and ask her to apologize, with both apologies posted on social media.
The restaurant is facing a public relations crisis, with over 18,000 negative comments, largely due to its defensive stance and lack of accountability. To regain public trust, it must demonstrate responsibility, fairness, and transparency.
Step 2: Evaluating the options.
(A)
Unconditional reinstatement.
While supportive of the waitress, this does not address the alleged breach of privacy and may appear as though the restaurant is ignoring the issue. Incomplete solution.
(B)
Mutual apology and reinstatement.
This option balances both sides. The restaurant apologises for its harsh handling, while the waitress acknowledges the privacy breach. Posting both apologies on social media ensures public visibility and transparency, helping to rebuild credibility. This is the most practical and reputation-restoring choice.
(C)
Waitress-only apology on restaurant’s page.
This places full blame on the waitress and avoids the restaurant’s accountability. The public may see this as unfair, worsening the backlash.
(D)
Waitress-only apology on her personal page.
This shifts the entire responsibility to the waitress and absolves the restaurant of any role in the controversy. The public would likely perceive this as arrogant and unfair.
(E)
Recruiting new staff.
This ignores public sentiment entirely and could intensify negative reactions. It fails to repair reputation and could escalate the boycott.
Step 3: Conclusion.
Option (B) is the best way forward because it promotes shared accountability, public reconciliation, and a visible attempt to correct mistakes.
Final Answer: B. Apologise to and reinstate the waitress and ask her to apologize, with both apologies posted on social media.
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