As I'm sure you know from glancing at the tabloids in the supermarket checkout, Kevin Smith was refused a seat on the plane because they said he needed to buy two seats.On May 17 he agreed to call in to 102.1 in Toronto, and had plenty to say about the incident. Here's the podcast.
He feels he was treated unfairly and used Twitter to host a serious rant. They (SouthWest Airlines) attempted PR damage control with social media as well, but were essentially sticking by their policies.
What do you think? Should companies be bullied by... or "accommodate" tweeters and bloggers or should they hold their ground in the face of serious PR damage via social media?
TAKEAWAY FOR YOU:
- Track mentions of your business in the internet - it's easy! (start with Google Alerts)
- Have a policy for responding to negative press, particularly when it comes via social networking
- A little latitude in your policies, please!
- Always take a step back and consider whether or not you're being reasonable! What would a normal person expect to hear from you / expect you to do?
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