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On January 3rd, a Wendy&rsquo;s employee <a href="https://twitter.com/KatyWellhousen/status/816364182564007936/photo/1?ref_src=twsrc%5Etfw&utm_source=1851franchise.com&utm_medium=article&utm_campaign=mashable-the-sass-master-behind-wendys-twitter-9094" target="_blank" rel="nofollow" target="_blank">posted a tweet</a> that caused a ruckus on social media, responding to a customer who didn&#39;t beleive Wendy&#39;s patties were never frozen. The employee was <a href="https://twitter.com/arb?utm_source=1851franchise.com&utm_medium=article&utm_campaign=mashable-the-sass-master-behind-wendys-twitter-9094" target="_blank" rel="nofollow" target="_blank">Amy Brown</a>, who has been with Wendy&rsquo;s for four and a half years and is the brand&rsquo;s social media manager. Her tweets, quippy and a little bit challenging, are helping to shape what social media for businesses could (and maybe should) become.

&quot;The intent of the social media team is to represent the brand&rsquo;s voice as best as they can,&quot; Rhonten told Mashable. &quot;When folks say, &#39;roast me,&#39; we&rsquo;re going to have fun with that.&quot; However, Rhonten says that Wendy&rsquo;s is still representative of an eight-year-old girl with pigtails, so boundaries are still a must.

The lesson here isn&rsquo;t that all companies&rsquo; twitter accounts need to be sassy, but that they need to be personable. When customer service moves towards digital (rather than face-to-face) interactions, brands need to figure out how to represent themselves most accurately.

<a href="http://mashable.com/2017/01/05/sassy-wendys-social-media-manager/?utm_cid=hp-r-2&utm_source=1851franchise.com&utm_medium=article&utm_campaign=mashable-the-sass-master-behind-wendys-twitter-9094#Ri19nF7TkiqO" target="_blank" rel="nofollow" target="_blank">Click here to read the full article.</a>

Mashable: The Sass Master Behind Wendy’s Twitter

1851 Franchise

This Wendy's employee could change the way businesses manage their Twitter accounts. 

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Mashable: The Sass Master Behind Wendy’s Twitter

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