Cracker Barrel Says “We Could’ve Done a Better Job” in New Message to Customers
- Cracker Barrel announced a “new look and feel” last week, including an updated logo.
- The news was met with backlash from longtime customers.
- On August 25, the company issued a statement to fans.
Cracker Barrel has a message for fans after last week’s news took a negative turn. The 55-year-old restaurant chain received backlash after announcing some changes, including a new logo, updated menu, and renovated stores. According to CBS News, the company lost $94 million in market value after the rebrand was announced on Thursday. A Change.org petition has more than 6,000 signatures from fans asking to “stop the modernization” of Cracker Barrel.
Now, the company is speaking out. In a message shared on social media on August 25, the Old Country Store offers “a promise to our guests.” The statement reads, “If the last few days have shown us anything, it’s how deeply people care about Cracker Barrel. We’re truly grateful for your heartfelt voices.”
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The statement continues, “You’ve also shown us that we could’ve done a better job sharing who we are and who we’ll always be. What has not changed, and what will never change, are the values this company was built on when Cracker Barrel first opened in 1969: hard work, family, and scratch-cooked food made with care. A place where everyone feels at home, no matter where you’re from or where you’re headed.”
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Cracker Barrel explains, “The things people love most about our stores aren’t going anywhere: rocking chairs on the porch, a warm fire in the hearth, peg games on the table, unique treasures in our gift shop, and vintage Americana with antiques pulled straight from our warehouse in Lebanon, Tennessee.”
The message then addresses one of the biggest complaints from fans: The removal of Uncle Herschel from the logo. Cracker Barrel explains, “We love seeing how much you care about our ‘old timer.’ We love him too. Uncle Herschel will still be on our menu (welcome back Uncle Herschel’s Favorite Breakfast Platter), on our road signs, and featured in our country store. He’s not going anywhere—he’s family.”
Cracker Barrel continues to give a bit of context for the changes, saying, “We also want to be sure Cracker Barrel is here for the next generation of families, just as it has been for yours. That means showing up on new platforms and in new ways, but always with our heritage at heart. We take that responsibility very seriously. We know we won’t always get everything right the first time, but we’ll keep testing, learning, and listening to our guests and employees.”
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CB…. Ya might have tested BEFORE ya made the change….you know …. ASK your customers while they’ re there? We’d have told you straight up …. And saved you the embarrassment! I’d written you off with the change and am NOW looking forward to my next meal and shopping …..
Many people have heard the phrase – If it ain’t broken, don’t fix it.
And it’s true. Simple.
And in the USAF/ANG we had a similar phrase we’d use whenever the ‘way higher ups’ at Maj Com or DoD level would make a change to procedures performed at unit/office levels resulting in no actual improvements, except taking longer, wasting time etc.
That phrase was – Fix it till it’s broken.