Venting through Facebook

Currently I bartend at a restaurant on the outskirts of Atlanta. We are a high volume establishment with a good amount of our customers being regulars. This past week, on one of my days off, a customer ordered a "Top-Shelf" margarita. He informed the server that the margarita did not taste like a "Top-Shelf" margarita and nor did it taste like the one from his last visit. After consulting with the bartender on staff, the server informed the customer it was in-deed a "Top-Shelf". The customer left highly dissatisfied and took to our Facebook page to share his displeasure and the fact that he would never be back. The owner happened to see the post, replied back instantly and called the restaurant from home to have the server written up. It is interesting how social media is being used by customers and when used effectively can be a positive means of communication. It gave the manager a chance to earn back the loyalty of that customer.