I think it is a mistake to get into a flame war with a customer. Having said that, I think it is important to remember that business owners are all human beings who slog away day in and day out to keep a business operational. It takes a lot of risk and personal sacrifice to keep a business going. All it seems to take these days to undo that hard work is a flippant keyboard comment.
Frankly, I find the proofreading of the article more disturbing. "effecting" "cant"?
So glad I'm not enslaved to Facebook and social media. I don't feel like I'm missing much.
It seems that public sympathy is usually with the customer rather than the business.
Businesses can make it better by publicly thanking the client, acknowledging the feedback, stating that it's not the norm, and promising to make it better.
Attacking the person who complains is never the best solution.
Someone posted a screenshot of the business' Facebook page where he called a contractor he hired a 'lying rat bastard'. He can't do that and then say it's wrong for his customer to blast him on Facebook.