Bob Merritt, the CEO of Ignite Restaurant Group, which oversees Joe's Crab Shack, had this to say on the troubling news, “The system has to change at some point but our customers and staff spoke very loudly. And a lot of them voted with their feet.” Since the new system clearly did not pan out, the restaurant chain will go back to the standard policy in 14 of its restaurants.
However, in four of the restaurants in which the new policy was enacted, it actually worked out just fine. Those unspecified four restaurants will stay "no tip," and Merritt says that the brand will "try to figure out why it worked in some places and why not in others."
In other words, it's not a complete fail. Just a pretty significant one.