One of the most important things any business can do is listen to feedback from its customers and partners and put it to good use.
One of the worst is to assume that poor service or unfair dealings will go unnoticed.
![j0433180[1]](http://koerberwalker.files.wordpress.com/2009/09/j04331801.jpg?w=296&h=199)
Over the last week, I have seen a number of communications, sent by others, where social media platforms from email, e-newsletters, blogs, and Twitter have been used to point out serious breakdowns in service relationships.
It used to be that if a customer or business partner was unhappy, you might get an earful. Or at the worst – you loose the relationship and they tell ALL their friends about it. But in today's new age of communications – it goes well beyond that.
Service failures can become public knowledge VERY quickly as evidenced by two posts that I saw within 30 minutes of each other one evening on twitter.
