I’ve showed you some pretty big mistakes in the past, but this one is a doozy. It breaks so many commonsense social media rules that it almost seems like an urban legend. But it really happened, to an NFL franchise, which proves it can happen to anyone.
Kansas City Chiefs
- 643,000 likes on Facebook
- 101,500 followers on Twitter
- 3,381 +1’s on Google Plus
Travis Wright, a social media manager and self-described “eternal smart ass”, tweeted the following about his beloved Kansas City Chiefs:
Crude? Yes. Rude? Sure. But this is football, and every team, from the Super Bowl champion Giants down to the…well, the Chiefs, has experienced vitriol like this. But rarely do teams actually respond.
The Chiefs responded. Wright got this direct message on Twitter and took a screenshot with his phone:
Then, for good measure, the Chiefs blocked Wright’s Twitter profile, so that their tweets would no longer show up in his feed. A very odd thing to do to someone the franchise called a “fan.” Wright shared their insulting message with his 125,000 followers (which is more than the Chiefs have) and posted it on Reddit. The incident quickly went viral.
Wright’s tweet was retweeted dozens of times, while his Reddit post drew 500 comments and 1,200 upvotes, bringing it to the front page.
The next day, the Chiefs apologized:
– Don’t Insult Anyone Privately
– Don’t Block Anyone
– Don’t Use The First Person Singular
– If You’re Going to Respond, Actually Respond
This whole firestorm took place within 24 hours and involved only three tweets. But the damage done to the Chiefs’ brand will last a long time. This is another reason to let a trained communications, marketing, or HR professional run your social media profiles. If you don’t have one, we’d be happy to help.