(Entertainment-NewsWire.com, May 29, 2013 ) Berlin, Germany -- Many are now aware of the Arizona restaurateur who, after years of being the subject of bad press followed by a rather embarrassing appearance on a reality show, posted a social media rant which was cluttered with vitriol anger and emotive meltdowns.
"I AM NOT STUPID ALL OF YOU ARE," read the posting on the Facebook wall of Amy's Baking Co. in suburban Phoenix. "YOU JUST DO NOT KNOW GOOD FOOD."
It was a poor business decision, unless one was looking to create an avenue for one's own spin-off television show and further humiliation. The latter idea may not even be a poor idea after the appearance for the business owner was shown on “Kitchen Nightmares” wherein chef Gordon Ramsay actual gave up on the owners.
"That's probably the worst thing that can happen," said Sujan Patel, founder and CEO of Single Grain, a digital marketing agency in San Francisco.
With the ever-evolving dynamic of online marketing, wherein power of word-of-mouth advertising is now amplified to levels never before seen, having a strong rapport with both the positive and negative customers is important. Emotional reactions to bad publicity is still a big no-no for those who own a business.
Hotels, restaurants, and pretty much any other business type now has to depend on overall positive consumer reviews coming from all virtual angles, such as Twitter, Foursquare, Yelp, Facebook, and Instagram. And as important as applauding the positive along with fans is to downplay the bumps in the road that are sure to occur.
No matter how ugly a review can get to be, admission that a mistake was made or that service can be improved is far more likely to keep a business in good graces with the public, according to a digital marketing expert.
"In the past, people just sent bad soup back. Well, now they are getting on social media and telling all their friends and friends of friends how bad the soup was and why they should find other places to get soup in the future, so it takes the customer experience to another level," said Tom Garrity of the Garrity Group, a public relations firm in New Mexico.
"The challenge becomes -- how do you respond when someone doesn't think your food or product is as great as you think it is?"
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