Woman Kicked Out Of A Restaurant For Complaining About Bartender On Twitter

from the customer-disservice dept

"However you feel about Twitter, it makes a big difference," says Kevin Strickland, owner of Ziggy's Bar & Grill and an avid Twitter user, who runs the account for both of his restaurant's locations. "I depend on it. It allows me to have a dialogue with my customers, and they'll usually get a response from me."



Strickland emphasizes that Twitter should not be used by restaurateurs eager to take a crack back at unruly diners. "I've done the opposite," he points out, referring to times when he's seen patrons Tweet about a bad meal elsewhere, and inviting them in to have a better meal at Ziggy's on him.

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As a few different folks have submitted, a woman in Houston was apparently ejected from a bar/restaurant after the general manager saw her complain about something the bartender had done. The woman, Allison Matsu, had apparently gone to Down House, and overheard the bartender talking to two other employees and making fun of another restaurant owner/bartender. She didn't think that was appropriate and used Twitter to call the bartender "a twerp." Apparently, after that, she actually had a good conversation with him, but about thirty minutes later, the General Manager of Down House (who was not there that night) called the restaurant and asked to speak with her. Apparently, he had read the tweet and called to kick Allison out of the restaurant. There's a bit of a dispute over the nature of the phone call, but both agree that the end result was that she was told to leave because of the tweet.Obviously, a restaurant/bar has the right to refuse service to anyone. But it really makes you wonder what Down House general manager Forrest DeSpain was thinking. It clearly marks Down House as a place where any sort of criticism is not at all welcome. That's not going to attract a lot of customers. Sure, it sucks to have someone say something (very slightly) mean about an employee, but why not just try to understand it, or respond defending the guy without kicking the woman out of the establishment entirely.Honestly, the part that struck me as most interesting in the article was another restaurant owner explaining how he used Twitter in a much smarter way (and almost entirely the opposite of the way DeSpain used it): to invite people who had bad experiences at other restaurants to his place instead:Which approach seems better for business?

Filed Under: complaints, customer service, twitter