CHACHO'S STATEMENT REGARDING INCIDENT ON APRIL 2, 2014
We apologize for the unfortunate incident that took place in the late afternoon of April 2, 2014 at our Westheimer location. We have been in business at this location for 15 years and in our other restaurants for over 30 years and have never experienced such an incident before.
As are result of our internal investigation, we have terminated the manager on duty and two employees.
We have not been able to speak to the customers involved. We have, however, interviewed the employees involved and their statements are consistent.
They state that the matter began when three women drinking margaritas wanted to-go cups, presumably to take the margaritas with them. This is a violation of the law and our policy to not give to-go cups to customers with margaritas. The customers then became angry and loud. Two of the employees report that one of the customers tried to go behind the front counter to physically get a to-go cup but was physically not allowed to do so.
The customers then demanded a refund, but the manager on duty refused. The employees report the matter became more heated at this point, with the customers blocking the front counter, preventing customers in line from ordering. One of the employees reports he called the police by this time. Finally, when other customers in line tried to place orders but were unable to do so, the manager on duty physically tried to move the customer out of the way.
The video shows what happened after that time. The two other male employees shown in the video state they felt they needed to defend the manager.
The manager on duty could have performed better in these ways:
1. He could have made a greater attempt to calm down the customers and explain why a to- go cup could not be provided.
2. He should have immediately given a refund when the customer asked for a refund.
3. He acted contrary to the scope of his duties when he on his own physically touched the customer. He could have waited for the police to arrive, and called the police again to explain that the situation was deteriorating.
After careful examination of the video, we have determined that the two other employees acting aggressively should have exercised significantly more restraint. Other Chacho's employees seen in the video either were not physically involved or tried to restrain the other two Chacho's employees who acted aggressively.
As a result of the above analysis, we terminated the manager and the two employees who acted aggressively.
Again, we sincerely regret that this incident happened in our restaurant. We aspire to be a great restaurant for everyone. This incident has stained our reputation and wounded those of us who have worked so hard for so many years to make Chacho's successful.
We want to thank the thousands of loyal Chacho's customers who in recent days have continued to visit our restaurants and communicated their support.