Your most unhappy customer is your greatest source of learning- Bill Gates

So very true! Every bad review is a chance for a lesson with customer service. As a small business there are always a lot of lessons that you need to learn to get things correct with customer service. It could be a website issue, a packaging issue, or even a customer service policy that causes a customer to have a bad experience.  Our jobs as owners/ceo's/managers is to learn from their experience.