Institute of Service Excellence at SMU (ISES) Executive Director Neeta Lachmandas commented on the recent incident which involved seafood restaurant Crab In Da Bag's response to a customer's bad review on its Facebook page. The post by the restaurant has stirred up an online storm, sparking a debate on how food and beverage establishments should deal with negative feedback on social media. Ms Lachmandas said this incident went viral because of the way the restaurant responded.