A little over two years ago, Morton’s steakhouse pulled off a promotional stunt that generated tons of publicity by meeting a rabid Morton’s fan (who is also a social media celebrity) at the airport with a steak dinner after he tweeted he was hungry. It was talked about on social media for weeks and the story got picked up by national traditional media outlets.
This past weekend, the Morton’s in Nashville threw a cancer patient out of the restaurant for wearing a cap to cover his hair loss from chemotherapy. They are getting destroyed across all social media platforms and are in major crisis management control mode.
If you live by the sword, you’ll die by the sword.
I’ve said several times that the underlying key to social media success is simple. Invest less in the social media message and invest more in your people who are on the ground providing customer service. Customers will post both the good and the bad experiences they have. (TIP: You want the good to outnumber the bad.)