Digital Smackdown: How A Toxic Business lost to trolls

 

There's a saying on the internet: "Do not Argue with Trolls, it means they win". 

Through time and time again, we've seen arguments break out real quick on the net ranging from serious discussions to not so serious discussions.  

Most of the time, trolls exist for the sole purpose of spreading chaos and get a reaction out of its intended victims for a multitude of reasons.  In some cases, the trolls may even call out the actions of those who deserve criticism.  For example: I'd like to discuss the downfall of a family business called Amy's Baking Company, because it is an example of how one shouldn't act in an online argument.

Amy's Baking Company was a family owned restaurant in Arizona owned by Amy Bouzaglo and her husband Samy.  Their restaurant was featured in an episode of Gordon Ramsay's Kitchen Nightmares.  Viewers and Ramsay himself were displeased to learn the conditions of how the restaurant was being run.  Patrons found themselves waiting too long for service and the owners were pocketing any tips earned by their servers, whom were often fired, especially if they spoke out.  For a show that prided itself on helping struggling restaurants improve, Ramsay admitted there was no fixing a business if the owners didn't change their ways.  The episode drew the attention of online trolls, who took to social media, leaving one-star reviews, criticizing the Bouzaglo Family for their business practices, and others simply were looking to poke some chaos into a situation.  

Regardless of the criticism, The Bouzaglos broke a huge rule when it came to dealing with trolls: They went on the offensive and made fools of themselves in an explicative post on their company's Facebook page, cursing out their critics and reveling in their own arrogance.

Needless to say, that post only made their situation much worse.  Instead of having a calm and educated argument, or even taking the words of their critics into perspective, the Bouzaglos reacted negatively and made no effort in arguing their side.  They gave the trolls what they wanted and rather than solve the problem, they got what they deserved.  Critics responded by digging up information about the Bouzaglos and without hesitation, weaponized it against them, forcing their business to shut down and had Samy Bouzaglo deported because of his criminal record. (https://www.reputationdefender.com/blog/orm/4-examples-of-online-fights-that-caused-permanent-reputation-damage)

The sad thing is, the whole situation could have easily been avoided if the Bouzaglos would have chosen to listen to the criticism coming their way.  Because for the most part, the criticism against them was warranted, and even if it wasn't true.  Let's just assume for a moment that Ramsay was wrong and they were hypothetically this upstanding business with zero problems.  It still wouldn't mean the Bouzaglos were correct in their response.  Rather, there are five basic guidelines I can think of when it comes to arguing on the internet

1. Keep it relevant.  If you are arguing, don't branch into something else unless it is related to the argument
2.  Refrain from using hateful language.  Even if the individual you are arguing with is being hateful
3. Keep your cool.  It may be difficult, but the best way to deal with a troll is not to react negatively
4. Back up your own side with factual evidence that is difficult to refute.  The more sufficient data you have to offer, the stronger your side becomes.  
5.  Don't ever contribute to making a conflict worse. The last thing you want to do is make your side appear as the bad guys. 

It might seem little, but it is the least we can do to help create a less toxic environment in cyberspace.  Think of it this way: Online or offline, how do you want to be seen by your peers?  As someone who spreads animosity or a respectable leader that can bring people together?