I. Weaknesses of Existing Management Team
             Joseph Crugnale states that he likes to "own everything myself, so I don't
             have to answer to anybody." However, the restaurateur clearly needs help
             and advise of others to rescue his operations. Participatory management
             encourages involvement of stakeholders at all levels in analysis of
             problems, development of strategies and implementation (Weisbord, 1987).
             Constant Disregard for the Voice of the Customer
             Crugnale listens to his vision far more than what customers are asking for.
             The salad dressing example where he refuses to serve blue cheesing
             dressing to customers even though they are asking for it is one indicator.
             And, Crugnale's criticism of Bertucci's restaurant including the higher
             prices and emphasis on entrees comes at a time when the restaurant is
             enjoying higher customer satisfaction scores and substantially improved
             Brooks (2001) describes how companies should seek to sell what their
             customers are buying because they are the business. To accomplish this, he
             advises businesses on the value of seeing their business in the same way as
             customers see it. Instead, Crugnale listens to himself.
             Poor Public Relations and Advertising
             The fact that Crugnale publicly insults food critics that are in the
             position to give his company free public relations demonstrates this
             manager's total ignorance on public relations matters. Worse yet, he
             insults the food choices and restaurant selections of potential clients.
             The article also states that Bostonians do not recognize Crugnale as a key
             player in the restaurant business, indicating poor advertising and public
             Driscoll (Public relations and (or) advertising) highlights the mix of
             public relations and advertising that could assist Crugnale in building
             name recognition and improve the restaurant's reputation. Each tool has
             ...