5 ways to deal with bad reviews like Wendy’s

Photo credit: Mike Mozart.

Last week, fast food chain Wendy’s received a negative review on Twitter. A user accused Wendy’s of lying about its “fresh, never frozen” beef used in its hamburgers. The user subsequently said that McDonald’s serves better breakfast.

Wendy’s social media manager Amy Brown then replied in a spontaneous and witty tweet, “You don’t have to bring them into this just because you forgot refrigerators existed for a second there.”

Unsurprisingly, this sort of politically incorrect reply got the internet’s attention, which is absolutely great for publicity! After all, any kind of publicity is always good, so today’s post is on five ways to deal with bad feedback in a badass way, as this clever fast food chain did.

Method #1: Consider your industry.

This interesting, spontaneous style of response probably works for companies using social media in the F&B industry. Competition in the F&B industry is tough, so there is great value in standing out. The cost of offending a Twitter user who hates a food brand is also relatively small, so this method of response probably works. Being witty always creates a great impression on people’s minds.

But if you are in a more “serious” industry, it might be wise not to use this tone and style of reply. Rather, stick to a more politically correct tone because the brand image is more somber.

Method #2: Don’t be afraid to be badass.

Sometimes, the clever use of sarcasm or insult can make an impression on someone. Wendy’s Twitter account is consistently filled with surprises and witty replies that keep the audience engaged.

There was even one tweet when a follower asked, “Is Wendy single?” The reply he received was, “No, Wendy’s a restaurant.”

Therefore, don’t be afraid to be badass! If it’s done right, it can make your brand more memorable.

Method #3: Be spontaneous!

Have fun being spontaneous on your social media accounts rather than just following too many rules too strictly. For when you do, there is a chance that you might come across as fake. Sometimes, the speed and flow of responses are even more important than the content itself. A creative social media manager should be able to respond in a way that suits the context best.

Method #4: Hire the right social media manager.

It is always important to hire the right social manager. Examine a prospect’s track record with the previous social media accounts he or she had handled. Check the tone, content, and the general “feel” of his or her responses to criticisms.

It is also wise to hire a social media manager who can adopt various tones with ease. But the key here is he or she should be able to consistently use a particular tone. If netizens know the brand as funny on one platform, it can’t sound too serious on another or people might end up confused.

Method #5: Remember that great brands will always polarize.

Wendy’s way of response is the perfect example that great brands will always polarize. By definition, a great brand is one which sparks strong emotions in its consumers. So, why care about your haters? They will never become your consumers anyway. Therefore, troll them, and while you are at it, troll your competitors too.

For example, the fast food chain made national news again last year over this Twitter conversation: