With a few years in social media and a few years in the restaurant industry under my belt, I couldn’t help but cringe as I read this story.
The abridged version, if you haven’t already heard, is that Facebook and Twitter fans were supposed to be able to order the new, highly anticipated Cool Ranch Doritos Locos Tacos a day early. Unfortunately, some crucial details were not properly communicated – mainly that not all locations were participating, and fans weren’t shy about leaving their frustration all over Taco Bell’s wall.
I just can’t help but feel sorry for the employees of Taco Bell who have to face these angry fans in person and not just on a Facebook wall. What do you think is the best way for Taco Bell to respond to those who feel cheated?