EXACTLY. the only thing 'tearing down' this business is their own actions - NOT the person who reported on said actions. If they want to create, and keep, strong relationships in their industry, then it's on THEM to 1- teach their frontline employees how to manage and handle issues successfully, and 2- treat customers appropriately.I understand that reputations are fragile in the service industry, but that should serve as an incentive not to treat customers in an abusive fashion.
Duh.
This doesn't sound like a "one off" incident - to me it sounds like this same scenario will be repeated any time there's a phone-line outage, because the person in charge will hand the problem off to the customer to deal with, rather than handle it themselves behind the scenes. They need to make some changes in how they handle this issue (because it definitely will re-occur), and give their front of house employees some basic business training - or they will lose business. And that's not the customer's fault, or their problem. This is modern times - if people learn about this from a public review, and then avoid the place since this is how they run their business -- then that would be their own fault - not the fault of a customer who calls them out on it. Killing the messenger is just as short-sighted and unintelligent as was the manager at the establishment.
