Damage control

Oh I really like this! Not just the hearty greeting I receive when I walk in to eat ("WELCOME TO MOE'S!"). I like when a company that I think has creative in-store and online marketing shows their true colors. Apparently, a promotion designed at bringing awareness and new users to their web-ordering and app ordering fell flat. The response was great, the system couldn't handle it, I even heard some stores ran low on supplies as a result. Damage control! This is how it's done correctly. Earlier this week, Moe's opted to use email and their social channels to acknowledge this mishap or problem. This is an excellent way to repair credibility damage and get your business' ship sailing straight again. A popular eatery, Moe's Southwestern Grill, promoted a free burrito to customers that used the website or smartphone app to order a large drink. Before many could figure out there was a problem, Moe's stepped forward, took ownership of the apparent overload of their system in "e-commerceland" and issued the above message. Everything from the bruised and bandaged logo to the "101010" binary techie background graphics tells me it was well thought out. This message was echoed on Facebook and Twitter. The sentiment among the users was positive, once the error and problems were mentioned and explained. I think most people realize that sometimes, well placed plans fall short. Trust is gained by admitting to a fault and recommiting - exactly what has happened here.

Good going, Moe's. I trust you'll have a good contingency plan for your loyal followers.