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.
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.
2. Talking about CSI…
After a long explanation and a series of photos of satisfied customers, the owner said this:
So the customer, being a “young man” obviously couldn’t take it lying down.
*Walls of text*… Wait for it…
And the cherry on the cake.
3. Another case of CSI.
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.
5. This reviewer discovered the owner’s modus operandi
6. And what’s a review page without some trolling?
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.