The day you open your business you become vulnerable to the good and bad publicity you can get from either satisfied or dissatisfied customers. That is the price you pay to run a business. It happens to everyone regardless of what you do. Hopefully you are doing your best to please your customers and following through with the expectations you have given them. But when the unthinkable happens and you find a negative remark, blog post or complaint online there are steps you want to take.