Business and Social Media – How Not to Manage Your Campaign
Up until recently, Yo Sushi was one of my favourite restaurants. Yes, I know, there’s better Sushi out there, but I live in Nottingham and as it goes, we’re pretty limited in choice when it comes to Japanese fare.
Unfortunately, as the dedicated Yo Sushi lover I am, I made the mistake of being roped in by Yo’s ‘Super Sumo Sunday’ all-you-can-eat deal.
I’ve always been a sucker for all-you-can-eat restaurants yet this time; I was well and truly suckered.
Yo Sushi charges £18.50 a head for their ‘Super Sumo Sunday’ deal. Sounds pretty reasonable at first, when you consider how quickly the cost of those little coloured plates adds up.
Yet this deal comes with rules. You have to finish everything on your plate (fair enough, I hate waste too), you have two hours in which to ‘enjoy the deal’ and most importantly – you can’t make orders.
So, you are stuck with what’s on the belt. And on this occasion; it wasn’t much.
Seriously, if I ever see edamame beans or fish stick rolls again it will be too soon.
Granted, you were allowed to make ‘requests’ for food to appear on the belt but seeing as I was made to feel like a naughty child for doing so, I instead waited patiently for something new and interesting to roll round.
And guess what – it didn’t. Those two hours can pass surprisingly quickly when you’re splitting your time between staring at the belt; just in-case you might miss something good, and checking the clock to see how long you have left to actually grab and eat something good.
And these tense two hours came in at just over £40 for two, with a drink each, for an evening meal on a Sunday.
Now – I’ll get to the point.
Following Yo Sushi boasting about the continuation of Super Sumo Sunday’s on their Facebook page, I took the opportunity to air my views.
I posted a not entirely impolite summary of my experience and waited patiently for their response.
And waited, and waited.
Yo Sushi kindly took the time to respond to another ‘fan’ who had posted excitedly about the opening of a new branch. They even addressed her by name. Yet I went ignored.
Yet shortly after, I wasn’t the only person expressing my dissatisfaction. Others had joined in too, so I posted again.
Finally, I got a response. And I must say; I wasn’t pleased.
Apparently they ‘appreciate my thoughts and feedback’; yet they don’t acknowledge me as a person and they don’t mention my complaint.
In fact, this is one of the most corporate, impersonal and simply insincere attempts at social media I’ve seen yet.
Anyone who knows anything about social media knows that when you place your company in the ‘social sphere’ you are setting yourself up for both good and bad publicity.
And thus, you have to handle this publicity properly.
Speak to the dishevelled customer as an individual. Demonstrate that you care about their complaint and want to ensure the company resolves the issue for the future.
Up until this point, I had always quite admired Yo’s social efforts. Yet this is the first time I have seen them tested. And they failed – badly.
I won’t lie – I did have a slight hope that my complaint might lead to the offer of a free meal. I had of course wasted over £40 on some of the cheapest food they have available.
Yet what I wanted most was a response that made it clear Yo Sushi genuinely took my complaint on board and would take steps to ensure their Super Sumo Sunday deals were more satisfactory in future.
But I got neither.
Instead, they have not only ensured that myself and my friends will never take Yo Sushi up on the offer of this ‘deal’ again, but they have left me with a sour taste in my mouth and an uneasy feeling towards Yo Sushi in general.
Businesses take note; Yo Sushi’s handling of this matter has lost them a regular customer.
Remember that this is the digital age, and people won’t just be talking about you down the local pub with friends.
It’s a tough world out there and when you want to succeed in business, it’s not purely about profit – it’s about pleasing your customers too.
And I’m sorry to say, but right now, Yo Sushi is not pleasing this one.
Yo Sushi –Yo clearly don’t care about yo customers.