Lessons from a restaurant owner on how NOT to react to criticism.

By Amber Hudson and Luke Sklar

Amy’s Baking Company Bakery Boutique & Bistro is a small restaurant in Scottsdale Arizona.  Quiet and unassuming (I’m assuming)…until its owners Amy and Sam appeared on Gordon Ramsay’s Kitchen Nightmares last week.  That episode will go down in history as the first, and so far, only restaurant Gordon Ramsay has walked out on.  Maybe it had something to do with the fact that “they cursed out their customers, mocked them, threatened to call the police on them and kicked them out for making the most basic of complaints. If a pizza is undercooked, Amy intentionally burns it. If something is sent back as bland, she makes it so spicy that, in her own words, “I hope it hurts him.”

It could have stopped there.  But it didn’t.  After the episode aired viewers turned to Facebook…and Yelp…and Reddit to voice their opinions of the couple.  It could have stopped there.  But still it didn’t.  Amy and Sam took to Facebook to defend their company, giving readers a front row seat at the unfurling of a tit-for-tat meltdown of epic proportions.  For example:

 

The name calling, taunts, threats…I mean really.

So this week’s EIM lesson?  It’s simple.  Do. Not. Do. What. Amy’s. Did.

We wrote a post on what happens if your brand is hijacked.   One lesson was “take a moment to breath; immediate reactions are often too emotional”.  If that fails scream “we’ve been hacked!!”  Or not.  No one falls for that one anymore.