Facebook Post by Employee Creates Social Media Publicity Meltdown for LR Restaurant
By: Marci Manley, KARK 4 News
Updated: November 7, 2012
In the restaurant business, the customer is king.
"Today, I found out one of my employees was pretty negative to one of my customers," said Juanita's Cantina owner Joe Cates.
Cates has been seeing his family business getting served a dish of bad publicity after an employee's negative response to a customer on Facebook goes viral.
"The employee, I think, was just trying to be funny. But it wasn't funny. And I have zero tolerance for treating customers like that," Cates said. "We have a lot of good stuff going on here, and we don't need that negative spotlight on the business because an employee made a bad decision."
Following the Lyndsey Buckingham concert at Juanita's, a customer left a comment on the official page to let them know about issues with will call tickets, a long wait in line, and customer service concerns.
"I never meant to create a lot of controversy. There were people standing with us in line that were upset," said Kate Luck. "I though that by sharing it on the page, it would give Juanita's a chance to show customers they were aware of the problem and would deal with it. But that's not exactly what happened."
Here's the initial post and one response shared by users on Facebook:
"It was just smart aleck and he won't be on Facebook no more for my brand," Cates said. "I have never been on Facebook, don't really know how to use it. But when I saw this, I was very upset. It's not acceptable. And in the end, I have to take responsibility because it is my employee."
Within 24 hours, dozens of Juanita's fans and even those who have never visited, began siding with Luck, commenting on their intent to discontinue patronizing the restaurant.
So Joe issued this response:
Folks in Little Rock's River Market told KAR that seeing a post like the one made by the employee would keep them away from a restaurant as well.
"I think it would definitely affect where I got to eat," said John Schweiger. "I think it would also definitely deter business."
"Yes, I think we probably would not go there if that was the case, because that's probably the way they would treat you," Annette Brown agreed.
"Bottom line, my employee handled it wrong. But we've met with staff and made it crystal clear it's not acceptable," Cates said. "But we're making it right with the customer. We're going to give her dinner for two and a show of her choice she wants to attend, I'm going to personally insure she's on the front row."
In this day and age, the Internet is the new way to review, where it's instantly shared and difficult for a business to combat the damage done.
"Everybody's on social media now, and I definitely think it has a big effect on their business," said River Market patron Jamison Jackson.
"We tag ourselves when we're in places and say hey it was great -- or it was terrible," Brown added.
"You've definitely got to watch who's representing your brand on Facebook, because it can stir up a storm," Cates said. "I'll be monitoring the page closely now."
"Today, I found out one of my employees was pretty negative to one of my customers," said Juanita's Cantina owner Joe Cates.
Cates has been seeing his family business getting served a dish of bad publicity after an employee's negative response to a customer on Facebook goes viral.
"The employee, I think, was just trying to be funny. But it wasn't funny. And I have zero tolerance for treating customers like that," Cates said. "We have a lot of good stuff going on here, and we don't need that negative spotlight on the business because an employee made a bad decision."
Following the Lyndsey Buckingham concert at Juanita's, a customer left a comment on the official page to let them know about issues with will call tickets, a long wait in line, and customer service concerns.
"I never meant to create a lot of controversy. There were people standing with us in line that were upset," said Kate Luck. "I though that by sharing it on the page, it would give Juanita's a chance to show customers they were aware of the problem and would deal with it. But that's not exactly what happened."
Here's the initial post and one response shared by users on Facebook:
"It was just smart aleck and he won't be on Facebook no more for my brand," Cates said. "I have never been on Facebook, don't really know how to use it. But when I saw this, I was very upset. It's not acceptable. And in the end, I have to take responsibility because it is my employee."
Within 24 hours, dozens of Juanita's fans and even those who have never visited, began siding with Luck, commenting on their intent to discontinue patronizing the restaurant.
So Joe issued this response:
Folks in Little Rock's River Market told KAR that seeing a post like the one made by the employee would keep them away from a restaurant as well.
"I think it would definitely affect where I got to eat," said John Schweiger. "I think it would also definitely deter business."
"Yes, I think we probably would not go there if that was the case, because that's probably the way they would treat you," Annette Brown agreed.
"Bottom line, my employee handled it wrong. But we've met with staff and made it crystal clear it's not acceptable," Cates said. "But we're making it right with the customer. We're going to give her dinner for two and a show of her choice she wants to attend, I'm going to personally insure she's on the front row."
In this day and age, the Internet is the new way to review, where it's instantly shared and difficult for a business to combat the damage done.
"Everybody's on social media now, and I definitely think it has a big effect on their business," said River Market patron Jamison Jackson.
"We tag ourselves when we're in places and say hey it was great -- or it was terrible," Brown added.
"You've definitely got to watch who's representing your brand on Facebook, because it can stir up a storm," Cates said. "I'll be monitoring the page closely now."
