A few weeks ago I wrote about how a local favorite restaurant had been mismanaging their Facebook Fan Page by setting it up and forgetting about it. They had received a customer complaint and weeks had gone by and no one had responded to the post. Well, there was finally a response. To my surprise the owner responded and completely mishandled the situation. Instead of turning this negative complaint into a positive and asking the customer for another chance the owner put all the blame on the customer, in the eye of the public no less.
The lesson here is that while all business owners probably want to put blame on the customer it is bad business to do so. Having a level-headed person managing your social media accounts is key. Just like you wouldn’t have your PR or marketing person insulting customers, you should make sure that you social channels are properly cared for as well. Would love to hear you response to this owners way of handling the situation. How would you have handled it?
Joe Land (Customer): I went to 333 for the first time in May. Obviously I was wearing the wrong clothes and driving the wrong car. The “valet parking attendant” and the lady that seated me had an indifferent attitude to my presence. The waitress was ok, but did lack a genuine happy attitute. The food was good, but a little over priced. This S. California Native will not come back to 333 again.
Jeff Reuter (Owner): Joe, I seriously don’t think that any perceived reaction from the Valet, Hostess or Waitress had ANYTHING to do with what you were wearing or driving – it was most probably 100% YOU that they were reacting to! 333 is a local beach hangout that receives every conceivable type of person, dressed in every possible type of clothing and driving every car made. You admit the food was “good”, but over priced????? What int he hell were you expecting to pay sitting in a 10 million dollar restaurant on the water in Newport Beach; the average price for food is 12 dollars?!?!?!?!?! For a “So. Cal. Native” you are obviously completely out of touch – stick with the drive thru’s…