Takumi Sushi – I am sorry but you lose.

People do such ridiculous things when they find their brand under attack and here is a good example. 

This is what happened; 

A twitter user buys R399 take away sushi from a place called Takumi Sushi, When she opens up the container she finds a dead bug, she thinks it’s a cockroach – so she does like every normal twitter person would – she posts a tweet with a pic referring to how she had found something extra in her starter.





When she goes back she shows the management and apparently the chef responds in anger by throwing the container at her general direction.






Only after this started spreading through twitter did the establishment respond followed up by a threat of legal action obviously intended to intimidate the customer. Read the whole story here 


Eventually a voucher was offered to the young ladies, which they turned down (kind of obviously) and now Takumi Sushi has offered to give the R1000 voucher to the person who makes the best response on the story.






The fact that the bug wasn’t a cockroach at all but a beetle is not the issue, its not even an issue that the clumsy bug could have flown into the sauce at the customer’s dining room. Nobody will really know.


The issue is that this business instead of apologising and fixing the problem acted with violence and then decided to intimidate its dissatisfied customers in the public domain and then to make the folly worse is now using the R1000 of vouchers to induce people to say nice things about them.


In this new world customer service is the new marketing – you have to give people a great experience – and if you do they will tell their friends. You behave badly they will do so as well.


If the management at Takumi Sushi had accepted responsibility the incident would have died away in seconds – instead its been floating through the interwebs and here I am sitting a good 12 hour drive from wherever in Cape Town this place is and writing about it, and some people will even read this – maybe even a lot.


I can’t possibly judge what is the the real truth but like any normal person I did a few searches on twitter and using Google and on the whole the Desmarais sisters come across a reasonable – Takumi on the other hand come across as defensive and their behaviour as aggressive and completely unacceptable.


Sorry Takumi that not the way to do it. You lose.


Posted via email from Organic Marketing…

Posted on November 16, 2011 at 5:10 pm by Walter Pike · Permalink
In: Advertising, Customer Service, internet, Marketing, social media, Uncategorized
  • http://www.naeem.co.za Naeem

    the age old ‘engage’ instead of ‘enrage’ –  why do businesses find it so hard to apologise?  Almost as if they see a customer complaining as an obstacle and enemy instead of an opportunity.