When a customer wrote a review of a restaurant in Kuwait and posted it on Facebook, little could he have imagined the furore it would create.
The restaurant in question took issue with the customer’s views and decided to instigate legal proceedings against him – claiming his review was in some way malicious.
The irony is – that even though the case does not appear in the Kuwaiti courts until later this month – the restaurant chain’s actions have been pilloried on a range of social networks.
Other customers/consumers have lambasted the restaurant for taking this action against one of it’s clients for expressing a personal opinion about the food and service delivered.
More damage has been done to the restaurant’s image by their reaction to the initial review than if they had just let it lie or tried to engage the customer and ‘make it right’ with him. If they had done that successfully, they could have turned a negative into a positive. And just look how that would have changed the perception of the restaurant on the social networks.
Peter Corder
Managing Director
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