After boycotting products with Duck Dynasty’s Phil Robertson on it, Cracker Barrel faced the wrath of angry customers and had to devise a script for its employees outlining how to handle situations. Under “Talking Points,” the categories were broken down into “Sorry,” “Thank You,” “Action,” “Recover,” and “Share.” The script was only necessary for 24 hours, though, when the company decided its stance was doing more harm than good, i.e. it was losing money. Cracker Barrel quickly reversed its position and opened its arms back up to Phil.
