Social media has given foodies a world of power. It’s not just newspapers and magazines that can make or break a restaurant with a negative review anymore; customers have found that if they post their praise or grievances on a social media platform, the restaurant is quick to reply. Egged on, customer and restaurant interactions can get quite…amusing to a third party.
Let’s take a recent example. On a popular Facebook group, Where Chennai Eats, a complaint from a customer quickly escalated into an all-out customer grievance forum. Let’s take you through the process.
Step # 1
This upset customer posts a comment about Aasife, a popular biryani joint in Chennai. He also posts a photograph, just so that others know the exact place he’s talking about. 90 people like the comment, adding further insult to injury.
Step # 2
A concerned friend tags Dilip Kumar, who we later learn is the Director at Aasife Biryani.
In the Meantime – Step # 3
Similarly upset customers leap at the opportunity to brand bash. One customer decides that the brand only deserves one word of his vocabulary.
Step # 4
The Director replies, apologising and has a chat with the original customer. He accepts the apology and all is hunky dory again.
HOWEVER… Other customers demand answers to their complaints too…
Complaint # 1
This customer got an ‘Ir-Responsible’ answer when he complained about cold biryani. Was irresponsible split into two words for more emphasis? The customer also reminds everyone that they are in Chennai, not Bangalore so there is really no excuse for food to go cold. The Director and the customer embark on an increasingly amusing argument; the director reminds the customer that complaints are not a laughing matter and the customer asks the director to scrutinise his comment properly before replying. Finally, the director gives up and apologises, sort of like the boyfriend typically does in an argument between a couple.
Complaint # 2
The Director and a customer get a bit confused about what restaurant the complaint was about. Eventually, the Director gives in; after all the customer is always right! Are we sensing a pattern here? (We also learn that the Director uses Vodafone and has an unread message in his inbox. Perhaps another complaint?)
And, most recently: Complaint # 3
This customer was just so stressed out that he forgot to turn off his CAPS LOCK. A reply from the Director is awaited.
And that, dear folks is how to start a frenzy against a restaurant. Use with caution.