Recently, British Gas decided that it would be a worthwhile task to hold a Q&A on their Twitter account with the hash tag #AskBG. Due to the recent news that they are raising their gas prices again, right before the cold winter months, leaving many people with the fear of being unable to afford bills, let alone hindering the elderly who struggle with the cold months as it is!
I don’t think that British Gas thought that they would receive as many replies as they did, a staggering 16,000 people took to Twitter to vent their anger using #AskBG.
This is one of the biggest PR fails I have seen in my time, with what should have been a great way for a major company to personally speak to their consumers, it suddenly turned sour and detracted from the main point of the exercise. It is these coming days/weeks that British Gas should be doing everything in its power to stop the buzz of ‘fail’ being associated with their company.
What crisis management would you suggest for British Gas?