I bumped into a story today about an episode of Kitchen’s nightmare. It dealt with a restaurant called Amy’s Baking Company and what made it interesting was how the owners seem to have this cyber battle with its customers. For example, there was apparently one incident where a customer posted a bad Yelp review and the owner left a rather nasty response as you can see here http://blogs.phoenixnewtimes.com/bella/2010/08/ouch_todays_hard_lesson_on_yel.php
It was awkward listening to the owner justifying all this too where it was essentially a situation of if you hit them then they hit you back. It’s sure an interesting case study though of social media and how it can impact a business I thought. At the same time, is it better to simply ignore or respond to what you feel are just negative artificial comments that are trying to get a reaction out of you?
I think the best comment I heard was that if people are truly just posting negative stuff because of like a crowd mentality then as a business you need to make it as easy as possible for those that support you to get their voices out there. When you think it about it, it’s basically your customers that will be doing the “debating” for you as opposed to yourself. That’s the way it should be in the end isn’t it? Example, you focus in providing the best and it will take care of itself from there.
Of course I don’t have first-hand experience with this place and am relying on solely the media that is available. But wow, it sure shows you that you can’t just go ballistic even if someone is saying what you feel is inaccurate. Unless your goal is just to get TV ratings that is.