From Viral Backlash to Brand Love: Saving a Top Dhaka Restaurant from a PR Nightmare
Client Profile: A well-known multi-outlet restaurant chain in Banani & Dhanmondi.
Service: Crisis Communication & Social Listening.
1. The Situation (The Crisis)
It started with one Facebook post. A customer alleged a hygiene issue at one of the client’s outlets. Within 6 hours, the post was shared in major groups like Desperately Seeking Dhaka (DSD) and Voice of Rights, accumulating over 2,000 shares. The brand’s inbox was flooded with hate speech, and their Facebook Page rating plummeted from 4.4 to 2.1 stars overnight. The client was panicking and considering deleting their page.
2. Our Strategic Approach
We advised the client NOT to delete comments or the page, as that implies guilt. instead, we deployed a “Transparency & Empathy” strategy.
- Step 1: The “Human” Apology: We drafted a video script for the owner—no corporate jargon, just a sincere apology and a promise to fix it.
- Step 2: The Open Kitchen Campaign: We invited 5 credible food vloggers and general customers for a surprise, unscripted inspection of the kitchen the very next day.
- Step 3: Direct Engagement: Our team took over the inbox, replying to every angry DM with a personalized message (not a bot response), turning detractors into neutral observers.
3. The Results
- Sentiment Shift: Within 72 hours of the apology video and vlogger visits, the conversation shifted from “Boycott” to “Appreciation for honesty.”
- Rating Recovery: Over the next 3 months, we ran a “Happy Customer” campaign that generated 500+ authentic 5-star reviews, pulling the aggregate rating back up to 4.1.
- Revenue: Sales, which dipped 40% during the crisis week, returned to normal levels within 14 days.
