Anyone watching “Kitchen Nightmares” starring Gordon Ramsey a few weeks ago in the episode featuring Amy and Samy Bouzaglo of Amy’s Baking Company in Scottsdale, Ariz. must still be shaking their heads in amazement for the social media fiasco that has ensued.
It seems the owners didn’t think much of the advice offered by the frequently outspoken Ramsey, then took to their Facebook page to start an all-out flame war with their critics, huge numbers of Reddit commenters that descended upon their page, and at last count have left some 45,000 comments.
This turned into a classic lesson in how NOT to do social media. The consistently stubborn owner Amy, joined in by her husband, opened fire in an epic flaming match with the commenters, including salty language in all caps, to boot. There is little doubt they’ll be dealing whith this for a while, as the vast majority of the comments were, how should we say, less than complimentary. This was an epic social media train wreck if there has ever been one.
In celebration of this event, we thought we would reiterate a number of the basic rules concerning how to behave on a public social media platform.
- Don’t shy away from complaints. Address them, but in a polite manner.
- Be sure to NEVER get into a flaming match with anyone posting on your page. You will undoubtedly lose!
- Correct anything that is wrong or misstated, but be sure to keep your head about you. No confrontations!
- Keep a sense of humor whenever you can. Nothing feeds controversy like wounded feelings responded to negatively.
- Above all be professional, generous, and watch as small fires are extinguished. (No fuel; no fire!)
- Do not resort to cursing or confronting. If you need to scream a name at someone, wait until you get in the shower!
- Do not share too much personal information. It can be used against you. Let your personality stand out, but not your home address!
Amy’s Baking Company is by no means the first one to go off on with their fans in precisely the wrong manner, (see Nestle) however apparently this wasn’t their first foray into public mudslinging. They lit into a Yelp reviewer in 2010, and the negative reviews are still turning up!
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