By Dave Kerpen
Earlier today, a representative from my team tweeted “Who’s #notguilty about eating all the tasty treats they want?!” from the @Entenmanns account, one of Likeable’s clients. The Entenmann’s brand relies on us for our expertise in social media and unfortunately we let them down. We apologized on behalf of the Entenmann’s brand right away , however, as the leader of Entenmann’s social media agency, I would like to personally say I’m sorry if the tweet offended anyone. The truth is, our team was leveraging the trending topics and moving so fast they neglected to see what the hashtag was related to. It was obviously insensitive, and on behalf of the entire Likeable team and our client, Entenmann’s, I’m sorry. Please know that I am working on refining our process to ensure that this does not happen again.
While this was clearly a mistake, it’s important to not only say sorry, but to leave the situation better than it was before. To that end, I’ll be increasing the pro-bono work we do for nonprofit organizations in need. As always, I remain available for questions, comments, and your thoughts here and on Twitter.
Update: Here is a statement from Entenmann’s:
“We are saddened and disappointed that an outside agency handling our social media posted a comment on Twitter associating the Entenmann’s brand with the not guilty verdict in the Casey Anthony trial. This Tweet does not reflect the values of our company, our associates or the Entenmann’s brand. We have taken immediate steps to make sure the individuals that created this post will not work on our account again. Additionally, we are taking steps to ensure that future tweets reflect our company’s values. We sincerely apologize for this incident.”
David Margulies, firstname.lastname@example.org, 214-368-0909 (o), 214-914-1275 (c)
Shane Sumrow, email@example.com, 214-3685-0909 (o), 214-930-1139 (c)