Honestly, I’m at a loss for words regarding the epic social media meltdown of Amy’s Baking Company Bakery Boutique & Bistro. I’m still processing the whole situation and attempting not to have a knee-jerk reaction since I feel like I don’t have all the facts. In case you’ve missed it, some quick back story on this. Amy’s Baking Company Bakery Boutique & Bistro was featured on Gordon Ramsey’s TV show, Kitchen Nightmares, where he goes into to save failing restaurants on the request of the owners. He is known for being an intense person and very direct. Let’s just say it didn’t go very well for the owners of Amy’s Baking Company Bakery Boutique & Bistro as seen below.
In all fairness, I don’t what happened off camera and how the footage was edited so I’m trying to keep my assumptions to the minium. That said, what was shown would cause viewers to be upset. And would cause many to take to social media platforms to express their outrage, which any people did. And that’s where the social media meltdown started after the owners took to their Facebook Page after the episode aired to response to user comments. The situation quickly spinned out of control.
Here are some examples of posts:
Then this most interesting post today and frankly not very convincing to me (I’d like to be proved wrong though so please do):
So on the surface, there were many don’ts in crisis communications in this situation. Instead of focusing on them, let’s focus on how your organization can avoid or at least manage this type of meltdown.
Some quick tips:
– Be fully present on Facebook Page by actually interacting with your community.
– Monitor your Facebook Page.
– Have community guidelines in place and posted then enforce them when needed.
– Be mindful of tone when responding.
– Listen and understand what the poster wants then respond to it if warranted.
Remember how you react to unflattering comments will be how you will be remembered.