when bad behavior like this happens between my kids, I often stand them side-by-side and tell them that “I don’t care WHO started it, because it stops NOW!”
Then I make them pretend to be friendly toward each other and, after a while, their good nature kicks in.
Now I am really on the owner’s side.
Guy sound like good people.
…yeah, if only real life were so easy.
Social media doesn’t give you time for someone to start “playing nice.” When people start making serious allegations against your business, then start a campaign to get people to leave false reviews on your site, you either need to take action to counteract the campaign or let your business take a huge hit in reputation. When someone posts “NEVER EAT AT MAPLE MOTOR BURGER!! THEY ARE COMPLETELY BIGOTED AND AGAINST GAY PEOPLE. I WOULD NEVER POST SOMETHING LIKE THIS IF IT WAS NOT TRUE. NOT ONLY IS THE CUSTOMER SERVICE TERRIBLE THEY MAKE FUN OF GAY PEOPLE IN THEIR OWN ESTABLISHMENT.” It requires a response of some sort. The restaurant owner has to protect his income, has to protect his staff and has to protect his business. The patron had no stake at all in this and could throw off whatever insult that he liked. Identifying the patron changed the dynamic.
The restaurant’s response here was proportional to the attack, and in true social media spirit was in tune with the character of the business and its owner.
The patron has just posted on the restaurant’s Facebook page with what looks like will be the closest thing to an apology that he will give. So looks like the whole mess will be starting to die down.
It’s one thing to call out a customer on social media because they did something wrong. It’s another thing entirely when that customer has already taken the fight to social media. The customer started it online, so the restaurant is right to fight back in that medium. If you want to call out a business online, prepare to have your name and picture posted right back, sez I.
Yeah, I just checked it. A very half-assed apology, but like you said, that’s probably as good as he’s capable to give. He seems to miss the point altogether, but I wouldn’t be surprised if that’s par for the course for the guy.
Sure, nobody needs a tongue bath from any restauranteur, but if you want one, I can tell you where to call ahead for one and what to say on your Facebook page that will increase your odds of getting one.
<Monty Python> Nobody expects the restauranteur tongue bath! <Monty Python>