Adamantly declaring, in the first 2 minutes of filming no less, that “the customer is not always right” may not be the best move for a restaurant owner who wants to improve their business. This is the situation Amy’s Baking Company of Scottsdale, Arizona found themselves in before becoming the face of an epic meltdown on Facebook.
When you go on a show called “Kitchen Nightmares,” it seems inevitable that it can only end badly if you have a bad attitude. Kitchen Nightmares follows famous chef Gordon Ramsay around the country as he tries to help debilitated restaurants come back from the dead. Amy, the owner of Amy’s Baking Company of Scottsdale, Arizona, claims she lost a “tremendous amount of business” from bad bloggers criticizing her cooking. Perhaps the bloggers were on the right track. During the filming of the show, both customers and the restaurant’s own waitstaff criticized the food. It seems that not only the food is the problem, as customer service at the restaurant leaves much to be desired. Word to the wise: when customers call over the manager to discuss issues with their dinner, don’t tell them “you don’t know what it’s supposed to taste like” and walk away. You need only watch the episode for a few minutes before one universal truth becomes abundantly clear: restaurant owners Amy and Samy are FIFTY SHADES OF CRAZY.
But that’s neither here no there. If you want a glimpse into the hell that is life at the restaurant, you need only watch the first 5 minutes of the show here.
What this Albany marketing firm is more interested in is what ensued AFTER the airing of the show. After the airing of the show, something happened on the Amy’s Baking Company Facebook page that Buzzfeed refers to as “The Most Epic Brand Meltdown On Facebook, Ever.” See some screenshots below to see how the situation spiraled out of control:
And those are just the highlights!
The following day, after the incident went viral, the following post was found on their Facebook page:
Obviously our Facebook, YELP, Twitter and Website have been hacked. We are working with the local authorities as well as the FBI computer crimes unit to ensure this does not happen again. We did not post those horrible things. Thank You Amy & Samy
Perhaps someone is having a little remorse about their bad behavior? PR gurus, how would you handle this situation ifthis restaurant was your client?