Naming the venue in question, the lady went on to tell her FB pals that she was complaining in a public venue like Facebook "in the spirit of admonition or warning -- a Public Service Announcement, if you will." After informing the coffee house owners of her plan to inform all their mutual Facebook friends, she was issued a refund faster than you can say cappuccino grande.
Restaurants have been quick to use social media tools to gain publicity and brand recognition for their businesses, but the flip side
of the equation is that customers can use the same media for very
potent complaining. After all, the old adage in the restaurant business
-- a happy customer will tell five friends about a good experience, an
unhappy customer will tell fifty about a negative one -- can be quadrupled using social media networks.
Sometimes online complaining can seem petty or even hilarious, like the friend who told me that he angrily posted a thread on his Facebook page after driving through a McDonald's for three fried apple pies, only to get home and discover the bag contained fresh sliced apples and yogurt.
"Yogurt!" he yelled. "That will not do when you've been craving deep-fried apple pies."
Didn't anyone tell him that you're always supposed to look in the bag to check an order before driving off? Apparently his Facebook friends did, after the fact.
The act of complaining was once a private battle between customer and business owner or restaurant manager. But now, does complaining on Facebook or Twitter just label the angry patron a crank -- or a citizen righteously seeking revenge?
(Image via Flickr: Mehfuz Hossain)
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