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Hot take: that "we hear you" apology from a burger chain did more harm than the actual screwup
I saw a post from a fast food chain last week where they replied to a complaint with this long copy paste thing that started with "we hear you." The actual problem was small, some guy in Boise got charged $3 extra for a sauce he didn't order. Instead of just refunding him, they put out this scripted statement that sounded like it came from a lawyer. It got 4,000 replies of people piling on way harder than they would have over a 3 dollar sauce. I think these teams have a script problem, not a listening problem. When did "we hear you" become the go to line for every brand mess?
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charles_kelly4318d ago
We hear you" is corporate speak for "please stop yelling at us," and it never works.
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