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Social Media 101: Don’t ever call your customers “bi*ches” online
Other | Monday 25th March 2013 | Hanjie
We’ve all heard stories of people losing their jobs for trash talking their bosses on facebook, or not getting a job because their profile picture displayed inappropriate behaviour (read: half naked and thoroughly pissed). It is therefore common knowledge that one should be mindful of how he/she acts on the Internet.
Unfortunately, Les Deux Garcons (LDG) obviously didn’t get the memo.
It all started when customer Elaine* posted a status on the Malaysia-based patisserie’s facebook page, criticising their rude staff as well as lack of labels on products. Seems relatively harmless right? Apparently LDG doesn’t think so, because they fired back by asking her to buy her desserts in Paris if she has so many complaints, while managing to include an insult to Parisians at the same time (all in grammatically incorrect English, no less). After receiving a string of complaints for their attitude, LDG sent another reply, this time stating they can afford to have this attitude because their business will do well anyway. They then deleted Elaine’s status.
Not before she managed to screen-capture the whole thing, of course.
Not content with the treatment she’s received, Elaine then posted the screens on LDG’s page, along with a new status criticising them for not taking feedback seriously and for deleting her original one. In response, LDG simply stated “We have no time for bitches”.
Having had enough of LDG’s horrible customer service, Elaine again screen-captured the reply, and proceeded to share the screens with her contacts. At time of writing, the screens have been shared nearly 3000 times on facebook, with the news reaching as far as London and Australia. LDG’s facebook page has also received a slew of messages from other visitors, most of which criticise LDG’s shocking lack of business etiquette as well as commenting that they have committed “business suicide”.
The next day, an apology appeared on LDG’s page, stating they “regret the actions and words communicated by our staff” and assuring such a thing would never happen again (well, at least they didn’t say they were hacked). They also thanked customers for their “constructive feedback” and said they would “take note of this in our continuous efforts to improve our service”.
If LDG thought something like this will do well to calm the haters’ anger, they were terribly wrong, as many weren’t remotely satisfied. “Textbook” and “insincere” were some of the words thrown about regarding the apology.
I suppose it’s nice that LDG’s going for authenticity by emulating the stereotypical rudeness associated with the Parisians. Still, I guess no matter where you’re from or who you’re trying to be, it’s never OK call your customers “bitches”. Especially not in the age of the Internet, where every wrongdoing spreads like wildfire.
*Not real name
by Chase Chung
