Reference no: EM132293078

A bad social media review can easily damage the reputation of a small business. As online shopping or product reviews becomes increasingly common, potential shoppers are reading the comments about a service or product that customers have posted. The failure of a business to monitor these feedback comments (i.e., listen to their audiences) and to swiftly address negative social media customer reviews could result in a loss of patronage, reputation and revenues. As a small restaurant owner, your reputation is very important to you. You worked very hard at developing an excellent reputation. Recently you noticed that your ‘star’ rating has declined due to a very detailed, negative review of an unhappy customer who flooded social media with negative comments about your business advising customers to avoid your restaurant at all cost. You reached out to your staff and realized that the problem may have started when the customer wanted ‘free food’ but his request was declined. Most of the details of his reviews seem to be negatively exaggerated.

How would you respond to his latest post that falsely claims that rats were found running around in the kitchen of your restaurant and that your customer had to be hospitalized for food poisoning after eating a meal at your restaurant? Explain in detail how you intend to handle this issue.

Develop a response that would (hypothetically) be posted on each of the three SM platforms below towhich your business (hypothetically) subscribes. Take into consideration the rules of engagement, ethics and etiquette that govern each platform. This means that although the intent of your message may be the same, the content will differ for each platform. List and present your response to the negative publicity separately for each one.

I. Facebook

II. Twitter

III. Instagram