Last week it was business as usual for Amy’s until an episode of Gordon Ramsay’s “Kitchen Nightmares” aired that revealed some shocking revelations about the owners and their restaurant. It wasn’t long after that the show was up on YouTube and owners Samy and Amy Bouzaglo took to Facebook to defend themselves against Ramsay, the Reddits and the Yelpers of the world in what is one of the worst social media fails we have ever seen.
While it’s been quite entertaining, I am sure we can all agree taking to a social media platform to insult customers and lash out about bad reviews is probably not the best way to handle a brand crisis. In fact, it would be on the list of things to absolutely not do under any circumstances.
But I digress.
With the incident now- viral, it’s a reminder for communications professionals just how important good public relations can be not just offline but online and just how important having a crisis plan in place is to a brand.