The Athens location alone proves my point with how it handles a bad review.
Don't believe me?
Have a look...
Gigi's needs to establish a professional standard of communication and fast because this is not acceptable behavior by any means for a company. The Athens location violated the first rule of the service industry: the customer is ALWAYS correct. Not only did the company belittle this customer, but it also did so in the public eye. This is the quickest way to lose potential customers. While this is only one location, it reflects poorly on the entire brand. Good luck Gigi's.
Boy that is cringe worthy to read. That is not the professional route to respond on a post. I am however a fan of Gigi's Cupcakes and think they are delicious. I have never had a problem with them before. Like I said before though no matter how good the products was that a poor move by Gigi's.
ReplyDeleteWow I definitely agree with the first comment on ho it was cringing to read that conversation between the customer and Gigi's Facebook page. I am not big on sweets so I never had a cupcake from Gigi's, but whether the cupcake was stale or not, I do not think that the way Gigi's handled the situation is appropriate. Everyone is entitled to write a review with their own personal experiences. By replying to the customer on the Facebook page calling them "unprofessional and un grown-up" is never a good customer service technique.
ReplyDeleteOh gosh it hurts me to read that response. The funny part is that Gigi's wanted her to act in a professional and private manner but treated her like trash in exchange. I have seen other social media pages like this where people get belittled for leaving a bad review and it's not necessary. By not deleting the first part about her complaint, she was actually showing other customers that Gigi's will infact fix what was wrong, which makes Gigi's look good, but they destroyed that with their response.
ReplyDeleteThat is a very uncomfortable interaction. I think it is almost unbelievable that the owner himself/herself would respond to that review personally. It is very unprofessional and makes Gigi's as a whole look bad. I love Gigi's cupcakes and I have been going there since I was a little girl, but I have definitely had issues with the Athens Gigi's before.
ReplyDeleteI literally cringed the whole time I read that response. Gigi's should really take the "the customer is always right" approach and try to fix the problem instead of attacking the customer and telling her she is wrong. Additionally, Gigi's did not seem to know all of the information, since the customer said she had already called the manager. By attacking the customer on Facebook, I can almost guarantee that Gigi's lost that customer and probably a few others, when this could have easily been avoided with a simple "I'm sorry" and a refund.
ReplyDeleteIt is so shocking to me that the brand responded to a customer's review in that way. It almost seems like one of their employees got drunk and took over their social media for a few hours. Having worked with brands before to help them come back from negative reviews, it almost never fails that if you comment to a negative review with understanding, an apology, and a promise to right the wrong, the customer will come back and disregard that negative experience. However, commenting that the customer is essentially an immature idiot only creates a larger problem. I hope that whoever was responsible for this response is never given the password to their accounts again.
ReplyDeleteI completely agree with these comments. I skimmed over the Facebook posts before beginning your article, and when I first read the comment from Gigi's, I thought it was just another person; I never would have thought it was the owner talking to a customer like that. I have frequented this business in the past and there was one incident where my cupcake did not taste as fresh as it normally does. While I still go back occasionally, this does deter me from this business if this is the way they treat their consumers.
ReplyDeleteYikes. That makes me extremely uncomfortable. If I was that customer, that would be the quickest way to guarantee that I never bought anything from Gigi's ever again. I hope for the company's sake that this wasn't seen by very many eyes because I think it would be awfully difficult to find someone who sympathizes with the owner on this one.
ReplyDeleteWOW what an uneducated and unprofessional owner... it's almost humorous to read her response to the customer's review, I couldn't even finish reading the response because of how horrible that was. I couldn't agree with you more on this post, and I could not agree more with the customer who wrote that review. Every single time I have had Gigi's, even though they are very cute cupcakes, the icing makes me feel sick to my stomach and the actual cake is dry and not spongy or soft at all. Not a good look, Gigi's!
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