How to Piss Off Your Clientele in One Easy Step from Online Reputation Experts at JW Maxx Solutions On June 29, Dutch airline KLM posted a snarky picture that angered both the Twitter universe as well as damaged the company's chances of doing business with Mexicans in the future.
PHOENIX, June 30, 2014 /PRNewswire/ -- Tensions surrounding this year's FIFA World Cup are extremely high. As with each time that the World Cup occurs, countries rally behind their teams in a show of all-out national spirit that rivals that of the Olympics. This year, there has been a lot of controversy on the field from the shoulder-biting incident between Uruguay's Luis Suarez and Italy's Giorgio Chiellini that got Suarez banned from playing for four months to the ongoing drama with Team USA. Now, the drama is spilling off of the field to social media as well.
After Netherlands' extremely controversial 2-1 win over Mexico, Royal Dutch Airlines (KLM) tweeted a picture of a departure sign with what appears to be a man in a sombrero with a moustache with the text "Adios Amigos! #NEDMEX."
As soon as this was posted, there was an immediate backlash from angry Twitter users who found the tweet to be distasteful, rude and alienating. Mexican actor Gael García Bernal used some colorful language to exclaim that he will never be using the airline again. It should be noted that KLM does service Mexico City, Mexico. After the backlash from Twitter users, KLM did delete the tweet, but the airline did not issue an apology. It was retweeted over 10,000 times before it was pulled.
One of the worst things that a company can do is to make its customers feel uncomfortable, shares the reputation expert at JW Maxx Solutions. This tweet was not only unnecessary, but it was tasteless and reflected poorly on the company's reputation as an airline. It may be that many Mexican citizens will chose not to use the company's services again after such a blatant attack on their country's soccer team via Twitter.
What set even more people off was the photo-shopped man wearing a sombrero with a moustache that was put next to the word "departure" on the sign. An obvious stereotypical racial depiction of the citizens of Mexico, this added even more fuel to the fire. More so than the departure sign, Mexicans felt attacked because generally, the citizens do not all wear sombreros and sport moustaches.
"What KLM should have done is to post something more sportsmanlike, like 'Congratulations on a game well played, Mexico!' or something to that effect," said reputation expert and CEO of Phoenix-based reputation management firm JW Maxx Solutions. "Everyone can get caught up in the fever of the World Cup, but especially for companies, it is better to act with poise and fairness – you can be happy for your country, but blatantly attacking another country for their heart-breaking loss is just not a good idea."
JW Maxx Solutions is a part of a fine family of companies including Scottsdale reputation management agency Reputation Maxx, Prensa Ahora and Enterate Ahora. JW Maxx Solutions is a leading online reputation management firm offering everything from its trademarked Reputation Rescue™ service to content management solutions. For more information about these services, visit http://www.jwmaxxsolutions.com or call 877-390-1597.
SOURCE JW Maxx Solutions