Last week, I posted comments from Kelly Lux's blog as an example of how insurance agencies should be using social media to build strong relationships with their customers. Today, I have the exact opposite, ironically coming from the same industry as the first example.
Whether or not you think the business in question here was justified in its reaction, there is no doubt in my mind that this is a public relations disaster for the company. Unless you think that appearing vindictive and mean-spirited is a valid marketing strategy, you may want to avoid doing this sort of thing in the future. (For informational purposes only, let me clarify that this is my opinion and not IIABNY's.)
What do you think? Was the business's response appropriate or excessive? How would you or your staff respond to similar criticism posted on Twitter or Facebook? I suspect that this sort of thing is bound to happen to most organizations, my own included. Someone, somewhere will not like something the organization does and will say so on a social media site. What can we learn from the incident described in this post, and how should we handle it when it happens to us?