Social Media No No’sMay 28, 2013 By: Dave Dronkers
Scottsdale-based restaurant Amy’s Baking Company Bakery Boutique & Bistro’s (what a mouthful) recent Facebook meltdown has been a hot topic in the restaurant and social media spheres. The restaurant was featured in an episode of Gordon Ramsay’s “Kitchen Nightmares”, wherein Ramsey had to fire the husband and wife duo, Sammy and Amy Bouzaglo, for being actual nightmares.
After the episode aired, the couple committed a few epic blunders on their social media pages, teaching everyone a good lesson on the ins and outs of social media no-nos.
How to prevent bad brand behavior:
You don’t need to reply to everyone.
People, outraged by how poorly the Bouzaglos treated their customers and staff, began firing insults at Amy’s Baking Company on Reddit. The Bouzaglos made the mistake of responding to any and all Reddit comments by creating fake Reddit accounts. Moreover, the Bouzaglos were quick to respond to comments on their Facebook page, their extremely defensive responses only adding fuel to the fire.
What the Bouzaglos – and this goes for any brand – should have done was clarify the situation by responding to only a few commenters, not by responding to everyone.
Take a breather.
The best rule of thumb when you’re feeling defensive is to avoid quick reactions. In the heat of the moment, you might say something you don’t mean, which will reflect badly on you and your brand. Take a step back, take a breather, and give yourself a few hours – or even a day – to respond.
Take Reddit in stride.
Reddit can be harsh and truthful, and that’s where Amy’s Baking Company got caught. Due to Reddit’s inherent honesty – Reddit is vastly different from Facebook or Twitter – getting involved in discussions on Reddit about your brand might not be entirely useful or fruitful. And steer clear of Amy’s Baking Company’s tactic of creating fake Reddit accounts – that will only bring you more heat.
Avoid insults and lies.
In addition to being incredibly defensive, the Bouzaglos handled the commenters by hurling insults and derogatory language at them, as well as posting a lie that their website and social media channels had been hacked.
Facing criticism from customers can hit close to home, but responding to criticism by lying, insulting or personally attacking your patrons is severely unprofessional and just bad business. As previously mentioned take a step back and take your time.
Know when to walk away.
Like the rule, ‘you don’t need to reply to everyone’ – you also need to know when to walk away. You don’t always have to respond to all your commenters, especially if there is an influx of negativity, or if it will prompt more backlash. If you continue to respond to commenters, then the situation will linger. If you stop responding, then people will find something else to talk about.
If your brand is in a sticky situation, just remember these five rules. They will save you and your brand’s hard-earned reputation.
Developing your mobile business is a must have these days! For a Free Social Media Assessment contact Dave Dronkers at firstname.lastname@example.org or call (949) 254-5084.