October 19, 2019

What NOT to do on social media

By now it seems like everyone has heard about the highly public meltdown of Amy’s Baking Company in Scottsdale, Az. In case you are not familiar with the situation it all started when a family owned restaurant was featured on a show called Kitchen Nightmares

Now one might say that putting your business on a reality tv show about nightmares in restaurants isn’t a smart move! After you have invited them to come and help you look at and improve the way your business is run, don’t get angry about them critizing your methods. That is not what this post is about. During the show the owners freaked out, fired some employees, yelled at the host and it was shared that they keep the tips of the employees. What happened next is what this post is about.

An internet firestorm insued. Reddit, yelp, facebook, twitter and may blogs started a tsunami of people learning about the way this restaurant was run and Amy of Amy’s baking company was the main villian because of how she acted on the tv show. What happened next is the main lession we should learn from.

  • The owners got angry about bad reviews on yelp. This is a common mistake, when addressing customers complaints on line DO NOT lose your cool. Take the height road and be very professional.
  • Next people, by the thousands started liking their facebook page and making comments about what they thought were poor ways of treating employees among other criticism. Responding with attacks, name calling and genralley rude behavior only makes people pile on and fans the flaimes. Here is a prime example of what not to post:

    To all of the Yelpers and Reddits: Bring it on. you are just pussies. come to arizona. you are weaker than my wife, and weaker than me. come to my business. say it to my face. man to man. my wife is a jewel in the desert. you are just trash. reddits and yelpers just working together to bring us down. pathetic.

  • Last, own your mistakes and don’t add to the problem by saying all your accounts were hacked and all the mean things that were posted to your account was from mysterious hacker.

Social media is a powerful new fact of life in doing business. Upset people are more likely to write a review than a happy one. How will you react when it happens? Prepare ahead of time by having a plan in place. Ask happy customers to go review your company so you have good reviews to counter balance the inevitable bad reviews. Last, be nice to people even when they are annoying.