A fabulous reader of mine sent me the below screenshot via email yesterday afternoon.
Get ready to have a laugh!
Click to enlarge:
I couldn’t help but laugh out loud as I read the restaurant’s reply to their customer’s complaint. How can people be so unconscious… unaware… foolish… self-evolved… stop me when I get the right word… of the proper ways to conduct business – and of the risks that are always present since everything is always public nowadays?
Obviously the restaurant owner has no sense and no care, but that’s a dangerous combination to have these days. This particular situation will surely not result in much loss of customers (besides from the one who made the complaint and everybody he knows) or in any substantial reputational damage to the restaurant, but a continuation of this type of behaviour will add up and will eventually catch up.
The lesson: Take a deep breath and set aside all ego and self-righteousness when dealing with customers and/or clients – whether publicly on social media or not.
Author of Crisis Ready: Building an Invincible Brand in an Uncertain World, Melissa Agnes is a leading authority on crisis preparedness, reputation management, and brand protection. Agnes is a coveted keynote speaker, commentator, and advisor to some of today’s leading organizations faced with the greatest risks. Learn more about Melissa and her work here.