Nestle PR & Social Media FAIL

Nestle have a fairly active Facebook page, and they’re actively talking to their customers – good on Nestle, well, until this weekend. And hopefully it can be used as a lesson for us when entering social media, not that it’s a new lesson.

Nestle used rude language, deleted posts from fans – among other things – setting off a pretty negative response. See below.

Here’s some of what they said…

Nestle: Thanks for the lesson in manners. Consider yourself embraced. But it’s our page, we set the rules, it was ever thus. Fri at 2:53am

Nestle: Oh please .. it’s like we’re censoring everything to allow only positive comments. Fri at 2:58am

Nestle: I think you missed out the ‘not’ there, Helen Fri at 4:12am

Nestle: We welcome debate, @Hyra – from any opinion. It helps us to know what people think and feel. Fri at 4:44am

Nestle: This (deleting logos) was one in a series of mistakes for which I would like to apologise. And for being rude. We’ve stopped deleting posts, and I have stopped being rude. Fri at 1:29pm

A recent screen shot of posts on their page

Lesson: don’t be rude or arrogant, delete comments – just treat people in social media like you would in real life.