It was Nicholas’s worst nightmare. The health inspector found a several violations at his upscale restaurant and closed it down until they were resolved. Nicholas rushed to the restaurant as soon as he got the call and was met by a number of reporters. He explained that there was a problem and that he was taking immediate steps to discover the source and resolve it. He found out that one of his employees did not have the certification he claimed and therefore violated a number of restaurant health rules. The following day, Nicholas met with reporters, food critics and health department officials and responded to their questions about how the problem had occurred and how he was making sure it would not happen again. All employees who answered the phone were given strict instructions on what to tell customers who called.

Using the steps in crisis management critique Nicholas’s performance.