Well, you can call your customers “idiots”, for giving you feedback on your (false) products or websites. Or you can regard criticism as relevant feedback on your products and services and thank customers for giving hints where you can do better. In times where blogs and twitter are used to update and inform friends, users, customers, … you better be careful with your answers to relevant feedback.
Ryanair just gave us a great example on how things can turn into bad publicity just by the action of one staff member.
He responded to a post when Web developer Jason Roe blogged about a flaw in Ryanair’s online booking system. But it seems that their social media skills may need a little fine-tuning. The comment received from a user identified as Ryanair Staff called Jason an “idiot and liar!” As if that wasn’t not enough, a Ryanair spokesman later confirmed the commentator was employed by the carrier, and stated: “It is Ryanair policy not to waste time and energy corresponding with idiot bloggers and Ryanair can confirm that it won’t be happening again. Lunatic bloggers can have the blogosphere all to themselves as our people are far too busy driving down the cost of air travel.”
Maybe Ryanair should learn to take criticism more constructively and respond with a little more respect to customers. Cost cutting is fine to keep flight fares low, but it will be totally pointless without the customers booking their low-cost flights.
More details can also be found on the website of the Irish Times.