I just came across a post from Fuzz One about a social media situation with David’s Bridal going awry. I seemed to have missed this when it was happening back in July but it is a great example of what not to do in social media.
This was posted to David’s Bridal Facebook:
As you can see from the 151,487 likes and 13,574 comments it went viral. Now this comment is where they initially went wrong at the store location, but where did they go extremely wrong you might ask? Not one of those 13,574 comments is from David’s Bridal. This turned into a mass attack and boycott of the company while they did nothing to step in with some reputation management and social media etiquette. Their only response was “On July 24th, we learned for the first time on our Facebook page that one of our brides had posted about an unpleasant experience in our Sioux Falls store. We reached out to her immediately to address the incident, but after several attempts, have not received a response.” Not one public apology or acceptance of wrong doing. This my friends is the exact opposite of good social media and customer engagement. When thinking of how to run your Facebook…simply do the opposite of David’s Bridal and you should be fine.