Before I start my responses to this week’s assignment, I’d like to reference an article I found on a Yelp conversation between a restaurateur and a customer. If you haven’t seen it yet, I highly recommend you take a moment and read:
My response to this week’s assignment would be based on a mix of learnings from the semester including the social media moderation discussed in this week’s lecture and reading:
- Have a timely response
- Demonstrate that you are listening
- Be positive
- Take ownership of the issue
- Show that you are taking action and
- Reward good behavior… compliment and thank you…
- Acknowledge points which are funny or move a debate on…
- Moderation can mean sharing or responding…
- Don’t respond in anger
- Admit if you are wrong
- Remove indecent / obscene messages (or block / report)
- Refer up if it’s too much
With these in mind, below are my responses:
Customer communication to a hotel: “I am disgusted about the state of your restaurant on 1467 Justin Kings Way. Empty tables weren’t cleared and full of remains of meals. It makes me wonder what the state of your kitchen is?!!! Gross.”
My response: (made within 5 hours of initial response).
Thank you so much for bringing this situation to our attention. I sincerely apologize that your dining experience did not meet your expectations. I know you have your choice of where you spend your hard-earned money, and that you when you chose our restaurant, you expected to have a rewarding dining experience.
We take our patrons’ dining experience seriously, and I want you to know we are looking into this matter and will are reviewing where the breakdown occurred. To help us, I would like to learn more about your specific experience and ensure this doesn’t happen again.
While it might not matter, I did want to share that the public health department inspected our restaurant and gave us an A+ rating from their bi-annual 2015 review. You can find that report on Food Safety News Web site and learn about their grading system, as well as the criteria it takes to an A+ rating.
Again, I’m extremely sorry that you came away with a different experience. I’d like to personally invite you back for a dinner on me and see what a true dining experience would be at our restaurant. Please contact me at firstname.lastname@example.org or call me at 987-654-3210.
Two weeks later.
Hope this post finds you well. I just wanted to follow-up and let you know we’ve looked into the matter and retrained our table service staff. We’ve installed a mandatory quarterly customer service seminar and have voluntarily asked the public health department to come back for an additional inspection on January 30, 2015 and we again scored an A+ rating.
If you’re ever in the neighbor, I hope you consider stopping by. If you need anything, please contact me at email@example.com or call me at 987-654-3210.
To a mainstream news network: “Your reporting on the Middle East is biased in the extreme. You gave almost all your air time to spokespeople for the Israelis last night and there was no right to reply for the Palestinians. The conflict upsets me so much and your reporting of it, saddens me even more and makes me f**king furious.” (Let us assume the reporting was balanced, with equal time to both sides.)
Thank you for your feedback on our Middle East broadcast. I’m sorry you felt that the air time was slanted in favor of one side of this topic. On behalf of mainstream news network, I appreciate you taking the time to share your thoughts on this content and appreciate you joining the debate.
I also wanted to share our website terms and conditions <link would be inserted>, and let you know that we had to remove your post due to language that some of our readers viewers may find offensive.
To ensure we offer unbiased news reporting, mainstream news network has an established a strong code of ethics <link would be inserted>. I’d also like to invite you to a follow-up question and answer teleconference. To ensure we have equal timing, we’ll dedicate two, one hour call-in programs where both sides will each have time to ask questions by two University of America professors who specialize in Israeli – Palestinian studies.
How would you score/ rank my moderation of my two scenarios? Were there any elements I could have implemented or a different direction I should have taken?
Do you agree with my deletion of content in my second scenario? Would you have kept the blog post?
In my first scenario response, I offered free food to accommodate a “poor experience” is that sustainable? What are alternative ways to ensure you are protecting your business from potential scams?