#twitter – example of very poor company tweets      

How Not To Tweet With Your Customers

Twitter debacle that recently occurred between a new local restaurant (shown below as “Restaurant”) and a prominent social media strategist (we will name him Client). When the strategist and a friend stopped by the restaurant and found it closed they were so bummed they tweeted their dismay. Here’s what ensued:

Client: We were going to go to @restaurant but they closed at 10. Kelley was going to eat her 1st burger in 3 years. #sadsies

Restaurant: we will be here tomorrow, open bright and early at 11am…im sure yall will need a hangover cure.

It all started off well. Apparently though, the tweeter’s friend then posted a “we’re so bummed!” comment on the restaurant’s page on Yelp. This is when the-you-know-what hit the fan and the restaurant started an all out attack.

Restaurant: really u have ur friend post a yelp review because yall couldnt tell the time and accept the fact that we were closed? #badmove

Restaurant: to go after someones business because you couldnt get u want is pathetic and spoiled.

Client: I don’t know why you are angry at me?

Restaurant: even tweeting about it is lame…its whiny. get over it

At this point, the customer, taken aback at the rudeness, tries to reason with the restaurant. She even apologies and still the poor tweeting contiued.

Client: I stated that we wanted to go there & were sad. It’s the same as someone saying they wanted to go on Tues & you’re closed.

Restaurant: yea i know its amazing, restaurants close sometimes #knowthehours

Client: Dude, you need to relax. I don’t feel like I said anything negative. I am sorry if I have upset you.

Restaurant: u need to tell ur friend to take that s*** off of yelp

Yep, they cursed at a customer. On Twitter, nonetheless, where all their other clients could see. The conversation went on and other Twitter followers chimed in at their shock at the whole exchange.

The next day, the restaurant’s tweets included massive apologies. “Today’s special: contrition.” Needless to say, they wised up. But the damage had been done. Customers, other restaurants, and social media professionals across the city were tweeting and posting the heck out of the whole sad conversation.

The restaurant owner could have avoided this whole catastrophe by remembering a few simple social media rules when it comes to dealing with bad feedback from customers.

 

source: http://www.talentzoo.com/digital-pivot/blog_news.php?articleID=12576

more: http://www.slideshare.net/Flightpath/good-tweet-vs-bad-tweet-a-guide-to-being-not-boring-on-twitter