With social media your customers have never had more clout than they do today when it comes to airing their grievances. It’s not like in the old days, of say the 1990s, when they might have told a half dozen people how upset they are. Now they can vent a spleen on Facebook, rant on Twitter and yell for help on Yelp. They can upload a photo onto Instragram before they’ve even left your premises. And those rants can go viral and be seen by hundreds of thousands of customers overnight. Consider how the story of Dave Carroll’s “United Breaks Guitars” music video complaint touched an estimated 100 million people worldwide.