As a Digital Marketer and Social Media Consultant, it’s my job to scour the internet looking for inspiration, examples, articles and journals to improve my knowledge of everything digital. It constantly keeps me entertained, what the World Wide Web can churn out. In what can only be described as a tumultuous maelstrom of ‘spats’ via social media, Amy’s Baking Company has become nigh legendary. This business owned by wife and husband: Amy and Samy, are amongst some of the most delusional people you could ever hope to meet.
Their business gained world-renowned after Amy took to Facebook to challenge her ‘haters and sinners’, which can be found here.
(Disclaimer, it is very entertaining but will make your blood boil)
After appearing on Ramsey’s Kitchen Nightmares U.S.A., which by the way Ramsey lost all passion for life and eventually gave up during the episode, the couple have received very harsh, but very needed and honest criticism.
With reference to the online platforms of Amy’s Baking Company Facebook and Reedit, I will guide you through that which every company or business should take heed when regarding social media…enjoy.
Tip 1# – Don’t EVER insult your customers/fans/followers etc.
I don’t even know how they are both related…
Not calling your customers pussies would be a good start, but for people who don’t see the harm in sticking up for oneself, let me tell you: The first rule of business is to attract and retain customers, by insulting them publicly you are doing several things (as well as being a bit of an asshole):
- Making existing customers feel little and angry, therefore eliminating repeat custom
- Showing new or first-time customers your ‘true colours’, people won’t part money with someone whom they feel don’t deserve it
- Who would go to a restaurant to be called a pussy, bastard, poo-face, you name it, that’s just bad service
- If your attitude stinks…your food and service is probably shit (unless you’re Gordon Ramsey).
What’s worse is that Amy has posted it via Facebook, the main hub for everyone to publicly see what is written and when, even if one makes a mistake via social media and posts something inappropriate, someone, somewhere will have already Print Screened it before it’s off the news-feed, people are quick and extremely savvy and have plenty of free time.
Tip 2# – Understand the different between a troll and a Critic
As many businesses and companies are new to social media, it’s very hard for some to distinguish between the different camps and groups within the web. Trolls are known purely and simply for causing trouble due to a backlog of psychological issues (not that we are all completely absolved from flaming, trolling or being a keyboard warrior, it’s just that some make a living out of it 24/7). Learning to not let your temper get the better you and responding to Trolls is an important tool that everyone in the game must get a grasp of. The best way to deal with trolls is to simply ignore them, trolls are like emotional teenage vampires, they feed on response in order to build a narcissistic and self-preserving profile in order to compensate for a lack of something.
Critics however, you should respond to kindly and respectfully (despite their conduct). Apologise to them and recognise their concerns, try to alleviate any worries they and others may have by telling them how you will do better next time to improve quality of service, remember, everyone is watching. Criticism is also a good thing, it helps people develop and grow, if you don’t know what you’re doing wrong, how can you ever hope to succeed.
‘It doesn’t matter what road you take if you don’t know where you are going’
Tip 3# – Take your time
Whilst this is somewhat of a generic piece of advice for everyone, let alone companies, it works in several ways. It allows you to take time to absorb information and to produce a well thought, accurate and concise answer to a query. It’s also regarded as a rule of thumb when getting angry, the old count to 10 method is one you should adopt when dealing with customers; sure no one likes to feel down, angry or hassled, but unfortunately you embody the company you’re working for. Try not to take everything to heart, if someone criticises your service or your food, it’s not the same as saying:
“Your food is terrible, and therefore you are a bad person and don’t deserve any happiness in life, I hate you I wish you were dead’.
‘It’s alright Jamie, chin up bruvva’
Tip 4# – Don’t lie or fabricate the truth (too much)
If you make up a lie, it will almost always backfire, simply because unless we revise said lie, the brain is not capable of holding meaningless information, it remembers the truth and it’s very hard to suppress this, hence why pathological liars believe in themselves – tell it enough times and you’ll trick yourself into thinking it’s true. By lying not only do you make your company look less reputable and untrustworthy, but it downright makes you look sad and pathetic. Take this example, as said by Amy’s Baking Company:
“Obviously our Facebook, YELP, Twitter and Website have been hacked. We are working with the local authorities as well as the FBI computer crimes unit to ensure this does not happen again. We did not post those horrible things. Thank You Amy & Samy”.
The FBI would come round and discover that this was sent from the very same I.P address as Amy’s personal computer…
Tip 5# – Don’t open an account if you can’t hack it (no pun intended)
A mantra which everyone should adopt, albeit more eloquent, in regards to taking criticism and dealing with an overwhelming variation of opinions, praise and attack. If you are weak-willed, flimsy and shy away from the slightest bit of confrontation i.e. if you are a ‘tutter’: “that man pushed in the queue and called my mother a whore ‘tut”, then you probably shouldn’t think of setting up a business let alone running the social media.
No doubt Amy’s Baking Company will continue to make people around the world lose faith in humanity, but stick with this article as I’ll eventually make it to the top ten, what not to do, or even write The Bible of Amy: Social Suicide.
Here are some links to the original rants, Reedit and Buzzfeed. Happy hunting.