My daughter Kristen just left for a weekend at my dad's house in Florida. She brought her guitar since she's destined for musical greatness.
As I sent my daughter off to her Southwest flight, I though to my self, "At least it's not United. United breaks guitars." That little line is based on a video viewed by at least 11 million people (posted below).
Take a look at this video, created after a customer was treated poorly:
United Airlines now uses this video to train their people.
Reputation matters-- to companies and individuals. In days past, you could treat people badly and put on a good face. Now, people can tell the truth about how you treat them. The best solution: be honest, be helpful, and be gracious.
There are always critical blogs and social media complaints, but the reason that some grow in exposure and impact is because people believe the criticisms to be true based on their own personal experience.
Remember, "A good name is to be chosen over great wealth; favor is better than silver and gold" (Proverbs 22:1)