Handling PR on Facebook?

Hi everyone!

So I came across an article about Lavastone’s Facebook PR disaster and wanted to share it – I was actually drawn to it because it looked like an interesting article but on second thoughts, it’s actually very applicable for our class! (Some of you might have heard of this before – apparently they are quite infamous now)

Of course I went over to find them on Facebook and voila – it’s all true. Highly doubt that anyone who hears about this would still patronise their store – Really shows how important it is to handle comments professionally on your social media platforms, and obviously not use any personal attacks on customers.

Anyway, here’s the article below: (And check out their Facebook page too)



1. The owner manning the page is all about getting to the bottom of things. He even demanded a reply and CSI-ed the reviewer months after the incident.

Screen Shot 2016-01-04 at 3.43.09 pm

say kuan 2say kuan 1


2. Talking about CSI…

Screen Shot 2016-01-04 at 4.17.40 pm

After a long explanation and a series of photos of satisfied customers, the owner said this:

Screen Shot 2016-01-04 at 4.19.00 pm

So the customer, being a “young man” obviously couldn’t take it lying down.

Screen Shot 2016-01-04 at 4.20.33 pm

*Walls of text*… Wait for it…

Screen Shot 2016-01-04 at 4.22.56 pm

And the cherry on the cake.

Screen Shot 2016-01-04 at 4.23.40 pm


3. Another case of CSI.

mervin kwong


4. On another review thread, we concluded that “Lack of manpower. Missing out orders.” must be caused by the Ministry of Manpower and the nation’s gross domestic product.

Screen Shot 2016-01-04 at 4.33.30 pm

Screen Shot 2016-01-04 at 4.28.33 pm

Screen Shot 2016-01-04 at 4.30.11 pm


5. This reviewer discovered the owner’s modus operandi

Screen Shot 2016-01-04 at 4


6. And what’s a review page without some trolling?

timothy boay


Even though there are multiple one and two-star reviews for Lavastone Steakhouse, the overall score is still 4.1 out of 5 stars, according to the Facebook reviews.

The reason is because customers who leave a 5-star review before dining receive a free upgrade to a bigger steak.


One response to “Handling PR on Facebook?”

  1. Very interesting read! Mothership really nailed it this time.
    A really pathetic case… It appears that the owner of restaurant made a sort of rookie mistake. He might have to register to Social 101 first. “Don’t be uncool in anycase…. the whole world will be dancing around your ugliness!”


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