Topic: Reputation

Reputation tips and tricks

Wendy’s has a beef with McDonald’s Black Friday tweet 0

It’s 5 o’clock on the day before a huge holiday weekend. You have just enough time to get home and pack before catching the red-eye. Then it’s 4 long days of family, food and hopefully fun. All great, except for that one little thing chewing on the back of your brain. The feeling that you forgot to do something important before sliding into holiday vacation mode. What could it be. . . . . ?

Oh yeah. That was it.

Someone on the McDonalds social media team had a very bad Black Friday. Hopefully, they didn’t start the holiday season with a pink slip because, come on, it’s an easy mistake. And it’s not like they accidentally moved the decimal point on the big screen TV prices. And it’s not like anyone was paying attention to the McDonalds Twitter account on the biggest shopping day of the year. . . .

Oh yeah. Wendy’s was paying attention

This isn’t the first time the square burger joint used their Twitter account as a pointy stick with which to jab competitors. Earlier this year, Wendy’s piled on when McDonalds Tweeted that they were going to start using “fresh beef” in the Quarter Pounders in the “majority” of their restaurants. Wendy’s – along with the rest of us – wondered what that meant for the rest of the menu in ALL of their restaurants.

These cleverly crafted quips (with even more clever follow-ups) make it seem like Wendy’s is winning the war of words, but are they? Is pointing out the mistakes of the competition, even in a humorous way, a good idea?

Making fun of the enemy when he’s down could backfire. It could make the responding company look like a bully, especially when it’s such a strong response to a harmless, and understandable mistake. Forgetting to fill in the holiday Tweet was embarrassing, and the person responsible likely took some heat. But it’s harder for the management to forgive and forget when the competitor turns that simple mistake into a viral news story.

So what effect did this exchange have on the two fast food chains?

As of today, the McDonalds Tweet has been shared 23,000 times and has 72K likes. That’s no where near the 283,000 retweets and 754,000 likes that the Wendy’s reply Tweet received. On views alone, Wendy’s is the winner.

Still, both companies got quite a bit of press which included links to both Twitter accounts. Sure, McDonalds comes off looking like a clown, but how many people were saying their name and viewing their feed that wouldn’t have done so otherwise? How many people ate lunch at McDonalds last weekend because they had the brand on the brain?

As for the bully factor, Wendy’s is making it through relatively unscathed. A handful of Tweeters used the snarky thread to fire back with allegations of food poisoning, slow service, and hair in the beef. To the one Twitterer who dared to say, “I’m getting McDonald’s today”, Wendy’s replied “Sorry about the bad day. Better luck tomorrow.”

Wendy’s is lucky that reply slid in under the grill. It’s one thing to poke fun at the competition but insulting individuals (even trolls) is never a good idea.

In the end, McDonalds took the high road and blamed the mistake on a lack of coffee – or more accurately – a McCafe.

Time for the big question: is it okay to Tweet sarcastic jokes when your competitor makes a mistake? That depends largely on your audience and the severity of the situation. If your company has a young, trend-loving audience (Wendy’s, Taco Bell, Old Spice, DiGiorno Pizza) you can get away as long as the infraction isn’t serious.  A badly written Tweet is fine, but if the mistakes involves people getting hurt, leave it alone.

If your audience is more traditional or you’re in a more serious industry, don’t even think about emulating Wendy’s. Jabs from one fast food slinger to another is funny but no one wants to see bankers, doctors or lawyers making jokes out of a competitor’s mistake.

Source: Reputation Refinery

Our Team’s Favorite Local Businesses 0

One of our company’s core values is Reverence for Local, which our team embodies both inside and outside of our office.

Get to know some of our team’s favorite local businesses across the country:

Photo via @thevegannom on Instagram

The Vegan Nom

Austin, Texas

“It’s an all-vegan taco truck, and they have the most amazing vegan queso, nachos, and of course, tacos. It’s the kind of small business that thrives in Austin, and that’s part of why I’m proud to live here. Most of all, I love that they’ve normalized me eating nachos for brunch.” — Molly Knobloch, Community Manager


Austin, Texas / New York City

“Laura, the owner, has created a boutique that radiates a unique and fresh look. Everything is carefully curated and the employees feel like your friends. The store also fosters a strong local community through outreach and community events to empower women.” — Marissa Desanti, Product Designer

The Oxford Creamery

Mattapoisett, Massachusetts

“As a kid, I typically spent a good portion of my summer break visiting family in New England, and going to The Ox was always one of the biggest highlights. In their own words, The Ox “is local New England in every sense of the word” — it’s an old school, family-owned restaurant that doesn’t seem to have changed one bit since it opened in the ’30s. I have distinct memories of spending time with my granddad at The Ox where he’d teach me life lessons, including the best strategies for eating an ice cream cone and how you should never wear your hat at the dinner table.” — Andy Moore, Manager, Customer Operations

Photo via @luckylabatx on Instagram

Lucky Lab Coffee

Austin, Texas

“First off, their coffee is the best in Austin, bar none. One of the coolest parts of Lucky Lab, though, is that part of their proceeds go to different organizations that benefit dogs (shelters, rescue groups, etc.) They also host all kinds of different events, and they’re super popular and beloved in the Austin community.” — Regan Sinquefield, Community Manager

The Village Haven

North Smithfield, Rhode Island

“The Village Haven is a staple for those who are from Rhode Island and has been serving customers for over 40 years. Growing up, some of my fondest memories have been enjoying their classic chicken dinner with my family and delighting in their delicious ice cream for dessert. Not to mention, they have the best cinnamon rolls.” — Richard Hoey, Account Manager

The Special

Austin, Texas

“The store’s aesthetic is perfect, the product selection is unorthodox and daring, the owner is divine, and the custom gifting service is magical. Go now.” — Carey Neal, Account Manager

Photo via @palomaeiza on Instagram


Pittsford, New York

“Okay where do I start? Well, it starts with the fact that I wouldn’t be here without Thirsty’s — my parents met there in 1979. It’s been a staple in my hometown for over 40 years, without so much as a sign out front. Literally, it’s a white brick building with green shutters, and you wouldn’t know it was a bar until you step inside. Drinks are cheap and served in plastic party cups, and it’s always a party when you walk in. There’s an impromptu reunion for every high school class every year around Thanksgiving and Christmas, and you can celebrate with your friends…. and your friends’ parents. My happiest place is on a stool at the bar drinking a local beer with friends I haven’t seen in months!” — Emily Howeth, Event Marketing Associate

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Our Team’s Favorite Local Businesses was originally published in Main Street Hub on Medium, where people are continuing the conversation by highlighting and responding to this story.

Source: Main Street Hub

#38 – Uber’s $100k hacker cover up, McDonald’s Black Friday winning fail, and a Denver coffee shop in hot water! 0

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A tale of two coffee social media campaigns. One will get you pumped up and the other frothing at the mouth!

Each week, Erin Jones and I take a look at the most interesting reputation management stories, answer your questions, and share valuable ORM tactics. In this week’s episode:

If you have a question you would like us to tackle, please leave a comment below or on my Facebook Page.

Transcript (forgive us for any typos):

Coming Soon!

The post #38 – Uber’s $100k hacker cover up, McDonald’s Black Friday winning fail, and a Denver coffee shop in hot water! appeared first on Andy Beal .

Source: Andy Beal

Cars & Customer Service: Kingston Collision 0

After years of working for car dealerships and auto repair shops, David Rowe decided to open his own repair shop in Kingston, New York.

Kingston Collision was opened by David and his wife Lisa in the spring of 2003, and for the past 13 years, the shop has prided itself on providing unparalleled customer service to the Kingston community.

Between the two of them, they have over 35 years of experience in automotive repair and insurance claims.

Learn more about David, his shop, and his partnership with Main Street Hub:

Why did you open your repair shop in Kingston?

“I’ve lived here all my life. I’m a 4th generation resident. I have good contacts and know everyone in the area. It’s a very nice community. It’s not that small, and it’s not that big. Word-of-mouth business travels very fast — it’s been a very successful part of our business here.”

What’s your favorite thing about owning an auto repair shop?

“Helping people get back on the road with their life. We deal with some pretty horrendous collisions. We handle everything here, so people can go about healing themselves and getting their families back together.”

Why did you decide to partner with Main Street Hub?

“I don’t have time to do what you guys do. There are so many restraints and responsibilities with running a small business. I don’t have time. You do it very well.”

Has there been a moment in the partnership that stands out to you as your favorite?

“That photo shoot was great. It was something we never expected.”

How has Main Street Hub helped you accomplish your goals?

“That’s really hard to pick anything out. Just because you do what you do, that’s helped me. My wife watches all the postings you guys put up — it puts us out in front of our community, and there’s no way I would be able to do that.

“It’s amazing what Main Street Hub does, and it’s nice to have somebody that does what they say they’re going to do.”

“It’s helped in our area — we’re number one on Yelp, and that adds to it.”

Learn more about our customers and love for local here, and follow us on Twitter, Facebook, LinkedIn, and Instagram so you don’t miss a thing!

Cars & Customer Service: Kingston Collision was originally published in Main Street Hub on Medium, where people are continuing the conversation by highlighting and responding to this story.

Source: Main Street Hub

Create Enjoyable Experiences For Your Customers 0

Event ideas for your local business

Few things feel better as a local business owner than the feeling of building relationships with your community and loyal customers.

A great way to build relationships with your customers is to host events at your business — 74% of people who attend events at local businesses have a more favorable opinion of the business afterwards.

In addition to making your customers love you more, hosting events tends to positively impact sales.

Not sure what types of events to host? Check out these suggestions from Regional Development Representative Geoffrey Brown!

Host VIP Events

If you are a local boutique or a retail space, hosting something after-hours for your valued customers is a great way to make them feel special. If you have an early shipment or hot items that are coming in, showcase that to the customers who are most loyal to your brand.

You can promote this event by sending an email to your special customers. This is also a great opportunity to get in-person feedback from your shoppers!

Need help building up your email marketing program? Check out these email marketing tips, and learn how to build a loyalty program here!

Sponsor Local Sports Leagues

Sponsoring local sports leagues — like Little League Baseball or Pee Wee Football — is a great way to foster relationships with your community and make these families feel special at your business.

You can offer special menus or discounts to the teams when they come visit your business after the game in their uniforms!

Yappy Hour

If you’re a restaurant or bar with an outdoor patio, host a weekly happy hour that is dog-friendly! Remember to have plenty of water bowls around — and offer a biscuit to every furry friend as they arrive.

Make sure you take photos of this event to use on your social media pages! This is a goldmine for content — people love seeing dogs on social media and your business too!

Learn more about making your small business pet-friendly here.

Award Season Specials

Make annual events out of the big awards shows, like The Golden Globes or the Grammys. Have customers dress up and give out prizes of your own — Best Dressed, Most Creative Costume, etc.

You can show the awards shows on televisions in your business, and if you’re a restaurant, create themed menus for each show. Make your customers feel like they’re on the red carpet while they’re at your business!

Trivia Night

Trivia nights are a great way to boost profits and bring in new customers on slower nights. Pick a trivia topic that’s relevant and something that will keep your audience there and engaged — decade trivia, TV show trivia, and current events trivia are all crowd pleasers!

Reward players for their hard work — you can give away store gift cards to the winners to make them happy and also, keep them coming back to your business.

Percentage Night

Contact your favorite local charity, and vow to donate a percentage of your profits to them on a certain night. This can be a standalone event or a recurring one. Percentage nights not only get your business involved with a local charity, but it’s a great way for your customers to feel involved in their community!

Want to learn more about connecting with your community? Check out our tips to help small businesses give back!

Follow us on Twitter, Facebook, LinkedIn, and Instagram so you don’t miss resources like this.

Create Enjoyable Experiences For Your Customers was originally published in Main Street Hub on Medium, where people are continuing the conversation by highlighting and responding to this story.

Source: Main Street Hub