13 Jan Why Your Online Reputation is More Important Than You Think, Part 2
If you think that what people are saying about you online isn’t important, you couldn’t be more wrong. For this post, we wanted recap some of the things that business owners shouldn’t do online, as demonstrated by the owners of an Arizona-based bakery and bistro.
In 2013, the restaurant Amy’s Baking Company Bakery Boutique & Bistro was featured on an episode of Kitchen Nightmares. The episode didn’t go well, to say the least, and before it ended, Chef Gordon Ramsey walked out and cancelled the rescue. Why? Because the owners were “too difficult” to work with.
After people began to comment on their social media pages, the company’s owners went on the offensive. Instead of working to repair their reputation, they posted the following messages on their Facebook page:
“WE DO NOT NEED THIS. YOU STUPID PEOPLE. AMERICA IS ABOUT RESSLING [sic], IT IS NOT A BIG DEAL. THE CAKES WE OFFER ARE EXPENSIVE BECAUSE WE HAVE TO REPACKAGE AND SHIP. DO NOT BLAME US BECAUSE YOU CAN NOT AFFORD QUALITY. THE YELPERS, AND NOW THE REDDITS, NEED TO BACK OFF. YOURE NOT RIGHT JUST BECAUSE OF SOME TV SHOW,” — January 17, 2013
“This is Samy. I am keeping note of all names here. We will be pursuing action against you legally, and against reddit and yelp, for this plot you have come together on. you are all just punks.” – March 7, 2013
Other posts included profanity, threats and insults hurled at social media users, past customers, and even Gordon Ramsey himself.
At the end of it all, the restaurant eventually closed. The business also turned into an example of how not to react to negative reviews online. Things got so bad, that Forbes Magazine wrote an article about it. The piece, titled Lesson’s from Amy’s Baking Company: Six Things You Should Never Do on Social Media went viral after the owners started posting negative comments. Instead of owning their mistake, they claimed their social pages had been hacked, and they were “working with the authorities and the FBI” to ensure it never happened again.
If you do your research, you’ll see why this company is a gleaming example of what not to do with your online presence. Not only did the owners’ reactions lead to a lot of backlash, it may also have cost them their business.