Jeremiah Owyang in his blog, asks the following question: “What if they leave negative comments on my site/blog/forum? “. The answer is that it has to be handled well, not covered up or removed.
I have always believe that a customer complaint can be a huge opportunity if handled well.
You routinely buy something from (say) a web site and next day it turns up regular as clockwork. Then something goes wrong. If handled badly you will never go back to that store. If handled really well you will not only go back, but you will tell your friends about it. Why? Because now you know that if something goes wrong in the future these guys will deal with it. It has actually made you happier because before you maybe always had a nagging doubt.
Of course repeated mistakes or mistakes on the first order cannot be recovered from. You just plain need to get your act together.
Bob Browning's blog 
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