While I’m very tempted to write my own blog post on this topic, I can’t really do it any more justice than was already done at So Good Blog. If you haven’t heard of this, count yourself lucky. But I think it’s worth a read as a case study. The short of it is:
- A Chipotle employee posted something on her own Facebook page.
- A customer ported their thoughts over to Chipotle’s Facebook page.
- Chipotle made several critical mistakes in handing the story.
If you’ve ever been in a situation where you need to mitigate negative word of mouth or a PR story gone wrong, you’ll be a bit sympathetic. And may learn a thing or two.