I recently published a blog post about Gilby’s Restaurant in Lindisfarne and their bad customer service attitude on social media.
Unfortunately the New Sydney Hotel in Hobart has also handled a situation badly. The full details can be found here.
The lesson to be learnt is that you must regularly monitor your social media presence, and deal with complaints in a respectful and professional manner. Of course the New Sydney Hotel could have handled the initial incident at the Hotel better.
I personally haven’t eaten at the New Sydney for quite some time as the last time I ate there I wasn’t impressed – this customer service incident just makes it worse.
And social media is for interaction – it seems that these businesses didn’t really want feedback or discussion on their Facebook pages. Your Facebook page can’t just be an ad page after all.