"At a Nashville location of a popular breakfast chain, a 2018 mass shooting left four people dead, an event that has heavily influenced the company’s and industry’s approach to crisis management. Company representatives have since discussed both the on-site security response and the internal and external public-relations handling of the attack, and the incident is frequently cited as a driver for expanded active-shooter training and preparedness. The episode has also highlighted the emotional and practical burden on frontline staff, many of whom report constant vigilance and fear for their safety while earning low wages and receiving limited benefits—a risk few job descriptions signal they should have to accept." - Jaya Saxena