answer the 2 question of this case please

A Question of Ethics How Not to "Cosi" Up to Employees CEOs in the 21st century dread facing their sharehold- The CEO clearly had his work cut out for him in encourag- ers after a bad quarter. So no one could blame Cosi CEO ing the workers to pick up the pace. According to Glassdoor Stephen Edwards if he wasn't looking forward to the res. a Web site where employees and former employees anony taurant chain's 2013 quaterly conference call with investors, mously review companies and their management, Cosi re- after the company lost $2 million in the quarter. ceived a 26-star rating, vs. a 2.9 rating and a 3.1 rating at What they might have blamed the CEO for was laying the competitors Burger King and McDonald's, respectively. Many reason for the quarterly shortfall squarely at the feet of one of the Cosi employee reviews criticized the company for not group in particular, Cosi employees. Stated CEO Edwards to offering training and chastised management for treating em the assembled analysts and portfolio managers: ployees with little respect In light of the CEO's comments about his workforce, People love our sandwiches; they love our salads. We maybe they had a point (Figure 11-3). hear it time and time again. It's never a complaint. A complaint is because someone was rude to me, my Questions sandwich or my salad was incomplete in the ingredi- ents that it was supposed to have...or I got the wrong 1. How would you assess the Cosi CEO's comments to order or it took me 20 minutes to get my order when investors? there was nobody else in the store. 2. Had you been the Cosi public relations director, how To remedy the problem, CEO Edwards promised to focus would you have suggested the CEO frame his remarks? on "Class A hospitality and service experience. FIGURE 11-3 All is not Cosi. Employees at the nation's 150 Cosi restaurants weren't feeling the love when the CEO blamed them for the chain's losses in 2013. Photo: RICHARD B. LEVINE/Newscom