We’ve all said things on social media we regret. But when your business or job relies on it, it isn’t best to argue with customers let alone swear at your customers.
But that didn’t come into the minds of a few members of staff for Llandudno’s Old Station Hotel. Instead of trying to defuse the complaint, the staff proceeded to do the no-noes of customer service and social media marketing – arguing with and insulting your customers on Facebook.
It certainly doesn’t help to use the Facebook laugh reactions as staff member Becca Bamford did on several comments. Ms. Bamford then proceeds to allege that the customer just complained to get a free meal and insults them by calling her group a “weird family”.
The chef of the restaurant, Darrel Jones also joined in with the most grotesque and unprofessional replies I’ve ever seen.
A competent management team would sack him on the spot and give him a reference so bad not even a Burger King franchise would have him on their payroll. But judging by the telephone call Ms. Brearley alleges with management, it doesn’t seem to be fussed just like the general staff.
But yes, he makes it worse with a status where staff member Ms. Bamford also calls her family “a bunch of arse holes”.
Good customer service means being approachable and friendly even when you think your customer is taking the mick. And yes, that includes on social media long after or long before you’ve seen them on your premises. The responses are just unprofessional and completely unacceptable in any industry.
Marketing is to provide customers with value. I’ve never eaten at the Old Station Hotel and after seeing their staff’s replies to the review, I likely never will. Even the top and best Michelin-starred restaurants get it wrong sometimes. But it’s how you respond to that criticism and how you try to fix it that matters. If I had a bad experience, would I be abused just like Ms. Brearley was – regardless of what their staff allege?
I think I’ll be staying well clear.