Being a social media professional, I could swear that Benihana (Japanese restaurant) has “officially” committed a social suicide by filing a lawsuit against one of the most popular bloggers in Kuwait.
As part of my job, I follow comments, posts, tweets, online articles and whatever is related to my company on hourly basis. I always receive good and bad comments, suggestions, ideas..etc. And what Benihana has done is by no means “healthy” for their business reputation.
What Benihana should have done:
1- Contact Mark & Nat and invite them again to Benihana
2- Ask them to highlight and justify whatever they don’t like in the restaurant
3- Offer them a free meal – maybe meals
4- Send an appreciation gift for making Benihana “Get better”
My Advice to Benihana, you now definitely need a PR & Social media consultancy to fix the reputation you have ruined. Congratulations, you have committed your 1st social suicide, if not your commercial one as well.
This statement is copied from their Facebook fan page.. heh! lol
“Dear BENIHANA fans,
At Benihana, we continuously strive to improve our relationships with our guests and our community. We take any and all customer reviews very seriously and consider them opportunities for improving our operations and making the customer’s BENIHANA experience more unique, authentic, and enjoyable.
Over the last few days, we have read your posts regarding an alleged lawsuit filed by “Benihana” against a blogger based in Kuwait for posting an unfavorable review of a newly-opened, BENIHANA restaurant location in Kuwait. We hear you and wish to correct any misinformation.” LINK
What Benihana should do, now:
1- Drop the lawsuit
2- Send an official apology to Mark & Nat, and to the potential customers you have lost! “Including me”
3- Fire your PR manager
4- Be more open about comments and “unfavorable reviews”!!
Mark, you got our support!
Read more details on Mark’s blog