While watching an episode of Bar Rescue recently, we witnessed a business owner take a certain approach towards a patron of their establishment when they forged an online complaint via social media. These complaints ranged from topics like poor service, bad food or drinks, and even an event where money was raised for a cause that took an unfortunate turn. What happened next is where this story goes in an even worse direction by way of reaction from the business owner.
The episode, appropriately titled “Antisocial Media” explored the owner justifying his reaction towards customers because they were “bashing him personally” and negating all his hard work as a restaurateur. This got us Social Capper’s thinking about this scenario in the world today.
If you are not on social media today, at least in some part, you are missing tremendous opportunity to build the digital representation of your brand. This can hurt when clients, prospective and current, search for you. And they are searching. According to one online article, 81% of shoppers research online before buying. This statistic certainly includes visiting your social media pages before frequenting your institution and/or making a purchase from it.
No way, no how was the owner on Bar Rescue justified, plain and simple. If you receive a complaint digitally, it allows a whole new chance to make things right and win back your customer’s respect and loyalty. Without these two commitments, you have no business being in business. Be sure you’re staying socially responsible with your words and actions.