How Not To Do Customer Service Over Facebook

December 9, 2012
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Disclaimer: If you are offended by vaguer language do not read any further.

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A customer complained about her meal on the Facebook page of a Boston restaurant. They replied by calling her “fat” and a “bi**h.”

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A customer complained on the Facebook page of Boston restaurant Pigalle, and chef Marc Orfaly replied:

A customer complained on the Facebook page of Boston restaurant Pigalle, and chef Marc Orfaly replied:

Then, the restaurant posted a message to its fans:

Then, the restaurant posted a message to its fans:

The customer’s reply:

The customer's reply:

The restaurant replies, mocking her “fat face” from her photo:

The restaurant replies, mocking her "fat face" from her photo:

Finally, the owner wised up and issued an apology:

Finally, the owner wised up and issued an apology:

And a happy ending:

The customer wrote in a comment to Boston’s Eater.com‘s story about this, telling them that she and the owner have made up and all is forgiven:

It’s Me!! I am posting to let everyone know that Mark and I spoke at length about our recent Facebook smack down. He was right to say that if I was truly not happy with my meal I should of made a bigger fuss about it at the time it happened. He felt like there was nothing that could be fixed once we left Pigalles. He was very sincere and was the first to make amends. We both have apologized for our words and we are now FB friends! He offered me a make up meal and I will gladly take him up on his offer. He seems like a really nice guy and is very passionate about food! Ya got to love him for that. So all of you that have made comments good or bad I would strongly recommend checking out Pigalles . You might want to make reservation weeks in advance because as the saying goes, even bad publicity is good!

Via: welovebeantown.com

Ryan Thogmartin

CEO at DISRUPT Media and ConnectingDirector.com
Ryan Thogmartin is the Owner and CEO of DISRUPT Media. DISRUPT Media is a full service social media agency specializing in social media strategy, management and reporting for funeral companies. DISRUPT Media is the creator of the FUNERAL Social Design Process which is the only full service social media strategy program crafted specifically for the funeral profession.

Go to http://funeralsocial.com to find out more about the services we offer. Our clients who are apart of our FUNERAL Social Design Process are seeing an increase in post reach and engagement of over 300%.

Ryan is also the founder of ConnectingDirectors.com. ConnectingDirectors.com is the leading online daily publication for funeral professionals with a reader base of over 45,000 of the most elite and forward-thinking professionals in the profession. With ConnectingDirectors.com Ryan has created a global community through an online platform allowing funeral professionals to Stay Current. Stay Informed and Stay Elite.
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