On a recent trip to visit our son, we went to dinner at a nice restaurant. When the meal was served my son’s Chicken Alfredo contained a rather large bone, on which he nearly choked. When the owner was summoned to the table he began to explain that it was not possible for the bone to have been in the meal, rather than apologize. He insinuated that we had staged the event, perhaps to get a free meal.
In the old days, I might have told some friends about the negative experience so the potential damage to his business might have been contained to just a few people. Today, with social media tools like FourSquare and Yelp, I checked-in and entered negative feedback which can be seen by anyone who searches for the business. Today more then ever businesses need to up their game when it comes to customer service. The voice of the consumer, good or bad, can be heard by hundreds of thousands through social media channels.
Do you monitor social media feedback on your business?
