Reputation Lessons From The Viral Kilroy's Rant
Customer complaints are nothing new. Managers and customer service representatives regularly listen to concerns and feedback from customers. But what was once handled privately in person or over the phone is now more commonly blasted on the Internet. And while the number of negative reviews and public complaints online is far too large for each one to make a significant impact or garner great attention, there are some that catch the attention of the public and go viral, impacting the business and often, the customer.
Such is the case for Kilroy's Bar N' Grill and their customer, Holly Jones.
The Kilroy's Facebook Rant Gone Viral
On New Year's Eve, a customer of Kilroy's Bar N' Grill in downtown Indianapolis became frustrated because her meal was ruined and she had difficulties with her bill after "watching a dead person being wheeled out from an overdose." But a response from the bar's manager revealed that the customer's complaint wasn't entirely true, as the "overdosing junkie" was a 70+ year old woman who had a heart attack while dining with her family.