Why complaints are helpful to your Business
If your glass is 'half empty', you will see complaints as ... well ... complaints.
If your glass is 'half full', you will see complaints as something helping you to improve your business. Big Business pay consultants huge fees to find weaknesses in their processes. You're getting it FOR FREE.
It's how you deal with a complaint that counts.
If you
Complaints on Social Media (for the whole world to see)
If you ignore a complaint, others customers will think you ignore people.
(Copy and Pasting a reply is like being ignored).
If you argue, other customers will think you're argumentative.
If you do the right thing - ask them questions, dig deeper, seek to understand and try to make-it-up-to-them, you'll forge a deeper relationship and create a customer-for-life. For the whole world to see FOREVER.
Everyone makes mistakes, it's how you respond that counts.