Sticky Fingers Restaurant Makes Use of New Media

Sticky Fingers, a memphis-style rib joint based in Tennessee, Georgia and Florida, have demonstrated that it can pay attention and deal with new media sources just as well as big companies.
Recently, a blogger posted about his bad experience at Sticky Fingers on his personal blog. Several days later, a manger of Sticky Fingers contacted the blogger and apologized personally for Sticky Fingers and his bad experience at a Chattanooga restaurant. The chain manager then offered the blogger the opportunity to have the restaurant cater for him and several of his friends. The blogger took the manager up on the offer and several days later took advantage of the catering services.
In his personal blog, Olivier Blanchard raved about the catering services and stated that "these guys scored big with the way they handled the situation." Not only did Sticky Fingers offer to "make things right" with the blogger, it would went above and beyond in its gesture. Also, by catering to 10 others as well as the blogger, Sticky Fingers was able to gain a great rapport with the blogger and his friends.
How is it possible that a small-chain restaurant such as Stinky Fingers is paying attention to blogs and other new media forms better than large companies? Maybe these large companies should take a lesson from Sticky Fingers and recognize the importance of new media and their impact on a company's reputation.
Here is the link to the customer's blog. http://thebrandbuilder.blogspot.com/2007/04/sticky-fingers-conclusion.html. Enjoy!
-Mandy