Community Corner

#HateTweets: How Should a Business Respond on Twitter?

A recent tweet from a Symrna, GA Del Taco patron raises questions about when a company should respond to social media questions/complaints and under what circumstances.

A recent patron of the Del Taco in Smyrna, GA took to Twitter in order to make the following complaint:

"hey @DelTaco, the girl working the drive through right now at your Smyrna, Ga location is incredibly and incorrigibly rude by the way :("

The user, grande americano plz (@ryduhh), who is sending the tweet remains anonymous through this exchange. The tweet was sent at 10:11 p.m. on April 17, 2014 and as of 11:21 a.m. on April 18, the tweet had still not elicited a response from Del Taco.

What is the appropriate response from a company like Del Taco? They obviously cannot address the validity of @ryduhh's Georgia-based claim from their Lake Forest, CA headquarters on the other side of the country. But what would be an appropriate response?

Let us know what you think in the comments. 



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