The Palms Casino Resort is having a Twitter feud with Motley Crue’s lead singer, Vince Neil. After the singer bashed the Las Vegas hotel in some tweets, the hotel responded (via Twitter) with an eight-tweet response – each kind of saying the same thing over and over: We’re pretty bad at PR.
Maybe they could have ignored him? Or tried to lighten the moment with a joke, maybe referencing his video (below)?
Or maybe they could have just addressed it in a non-public forum, like a phone call maybe? As we’ve covered numerous times now – even offering recent examples – telling someone off on Twitter may make you feel good in the moment, but could possibly make you look a little silly the next day. This can be bad enough for individuals, but potentially damning for businesses.
Why? Potential customers will look you up online months and (hopefully) years into the future and what happens if they stumble upon a tweet where you’re publicly putting a famous client in his place? What happened to ‘the customer is always right,’ they may wonder? And if they’ll smack down the lead singer of Motley Crue when he has a complaint, where does that leave regular old me if I’m ever unhappy?
Have you experienced negative feedback online? How did you handle it? And how do you think the Palms did with handing this situation?
This post originally appeared on AdWeek Social Times
IMAGE CREDIT: JMILLES
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New Orleans, LA