[UPDATED] Next Owner Teaches Us How Not To Tweet For Customer Service
By Melissa McEwen in Food on Jul 27, 2015 6:00PM
These days, it's relatively common to go to Twitter to voice complaints about a business. Sometimes it works out, but sometimes it goes sour. Jennifer Neu misread her receipt and thought there was a patio fee of $12 on her bill at Next Restaurant.
Instead of sending her a private direct message or offering to call to explain the bill, owner Nick Kokonas (Alinea, Next) tweeted out her receipt with a fair amount of identifying information, which we've redacted here in red for security purposes (like the last four digits of their card). It didn't get much better from there, with other followers chiming in and Jennifer not particularly happy with her details being posted to Kokonas' 12,500 plus followers.
Recently I did take to Twitter to complain about poor delivery service. The business requested I DM them and we resolved the issue. I've also seen many businesses reply that they'll call people or ask them to call the business to resolve issues. It might seem gleefully vengeful to correct people in public, but it's just not good customer service.
Wow! I finally give in and have a drink at Next while others have food and I'm charged a service charge of $12! Hate more than ever— Jennifer Neu (@buffy88nw) July 27, 2015
@nickkokonas but thanks for calling me a moron and posting Erick's full name— Jennifer Neu (@buffy88nw) July 27, 2015
Updated Monday 4:50 p.m. Kokonas returned to Twitter Monday afternoon to offer a brief explanation for his behavior: