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While IвЂ™m not saying The Fish Bowl should imitate them exactly, the point remains that having a bit more of a human, conversational and humble voice goes a long way in these situations. In their statement, IrvinвЂ™s profusely apologised for causing distress or discomfort amongst its customers, begged for forgiveness, and attempted to offer an olive branch to the wronged customer as well as others who had previously purchased their snacks. In fact, they demanded one.Д¬ompare this with the Irvins Salted Egg lizard incident that happened recently, and youвЂ™ll find a stark contrast between how relatable their apology statement was compared to The Fish BowlвЂ™s. The Fish BowlвЂ™s statement didnвЂ™t have an apology. In that statement youвЂ™ll also there were hardly any signs of empathy, and no concession to there even being the possibility them being in the wrong (not labelling them as such-but when a person or group will not consider that possibility, it does come across as arrogant). They may have decided to adopt a more formal tone in their statement, but it did give many the wrong impression. Their choice of tone and words resulted in something that resembled a lawyerвЂ™s cease and desist more than it did an attempt to salvage their reputation. Here, The Fish Bowl did themselves no favours. It was called arrogant, and some saw it as threatening, especially the bit about using legal action should she fail to retract/remove her accusations. Looking through slew of vehement responses on The Fish BowlвЂ™s rebuttal post, it was clear that many were up in arms about the way the statement was written.

Note: This analysis does not take into account which party is right or wrong, and should only serve as a case study for what is yet another local public relations fiasco.

Here weвЂ™ll look into the factors that made the Facebook post such a bad PR manoeuvre, and what they could possibly do to salvage the situation. Obviously, they had aggravated people with their post, but why? You can also read the original Facebook post.A social media statement like that is meant to abate the anger and negative sentiments aimed at them, but they found the situation was far from defused. Read it first to get a better idea before we move on: Naturally, The Fish Bowl team decided to respond with a post of their own. This obviously meant bad things for the folks on the receiving end. In the moments following the post going public, the poster-Cheryl Anne-Marie Nicholas-received plenty of likes, shares and supportive comments, with public sentiment quickly swaying in favour of her and her buddy.

FISH BOWL RESTAURANT FULL

You can read the full account here: Click here to see the original post. We wonвЂ™t go into detail about what supposedly happened, but long story short, a foreign ex-employee was supposedly unfairly mistreated by The Fish BowlвЂ™s management team after making an error and trying to come clean. In the lengthy post, there were accusations of injustice, verbal abuse, discrimination, and story-twisting on the part of the owner and manager towards the ex-employee whose friend claimed to witness first-hand. With a public post on her personal account, she detailed the ordeal her friend had supposedly endured at the hands of The Fish BowlвЂ™s upper management-his once employers. This time, popular pokГ© bowl restaurant chain The Fish Bowl discovered itself facing damning accusations from one Malaysian Facebook user. ItвЂ™s never fun dealing with a social media shitstorm, especially if youвЂ™re a business that relies on the good graces of the web-savvy public and their invaluable perception of what your business means to them.ДЄt the start of this week, yet another Malaysian business found itself embroiled in a sticky situation on social media.

Unfortunately, their own statement did not convince some of the commenters and I examine why.

Wanting to control the damage, The Fish Bowl issued a counter statement on their Facebook page.

F&B chain The Fish Bowl have found themselves in the middle of a social media crisis after a Facebook user accused them of unfairly treating and abusing their ex-employee, who is also her friend from abroad.

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