This was published in the May issue of Franchise Times.
Last year, in this column, we took a look at the online crisis that was created for Domino’s when a couple of employees posted a damaging video on YouTube that took less than 24 hours to circle the world.
After the story ran, Ramon DeLeon, a Domino’s franchisee in Chicago, sent me a note to say that they were changing how they communicated with customers and attached a video apology he sent to one of his local customers just the week before.