When maggots attack your reputation
I’m a big fan of Chick-fil-A. I love their food, their hospitality, and their food. (I know I said that twice, but I REALLY love their food!)
I’ve never had a bad experience with Chick-fil-A’s food, but that’s not to say it doesn’t happen. In fact, their Facebook page often has complaints posted, like this one:
OK, so that one is pretty extreme. However, whenever you complain, the fast food company is quick to reply and tell you how to file a formal complaint.
What happens next is pretty interesting. Without fail, Chick-fil-A’s fans rush to the company’s defense, and start asking the questions the company would never dare ask:
It is true that Chick-fil-A has its fair share of determined detractors & trolls. It’s also fair to ask why the customer didn’t just complain to the manager. It’s also true that sometimes a manager is not available, or perhaps the complainant just wants their two seconds of internet fame–by making their complaint public.
Chick-fil-A is smart enough to not raise questions or point fingers publicly, without knowing the facts. It is equally smart to not prevent its loyal customer base from asking those questions on its behalf–raising all kinds of doubt about the legitimacy of the accusation.
Lesson? As I discuss in Repped, a great reputation sits on the foundation of a strong, loyal, and loud base of raving fans. If you want to build a solid reputation, build a loyal fan base.
3 Comments for “When maggots attack your reputation”
It would seem that Chick-fil-a has found the sweet spot of online reputation management – a group of brand advocates that jump to their defense when detractors go on the attack.
I think last year’s event actually solidified the company’s core customers in to being very protective of the brand.
You’re probably right there, Andy.
Plus, as you rightly pointed out, they have a great product and great service. That, as much as anything, will help a brand with their online reputation.
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