I can't wait to share all the customer reviews from my friends at Yelp. They all went through various circumstances which sometimes make you wonder "Why does great customer service seem like rocket science to many businesses?" And little do they know that in the Internet age, getting dissed online is like having a knife stuck in your throat.

In the book Masters of Networking, Jerry R. Wilson said "for every 3 people willing to tell a positive story about an experience with your company, there are 33 others who will tell the horror story."

Oh yes, we love the horror stories.

It's expensive to repair a messed up reputation online. In fact, it can be more expensive than attracting new customers to your business. If word-of-mouth is an understated form of advertising, wait till you offend a customer and google yourself. You have just advertised how badly you do business to the rest of the world.