What to Do When a Customer Complains

An attorney representing a New York City dry cleaner suing a customer for defamation offers advice on responding to client complaints

When a disgruntled customer of a New York City dry cleaner posted his complaints on neighborhood leaflets and created a derogatory Web site, the small business owner decided to fight back, suing for defamation and getting an injunction to keep the man out of his Upper East Side establishment. Entrepreneurial firms that rely on Internet and word-of-mouth referrals could be seriously harmed by angry clients, says Debra Guzov, managing partner of Guzov Ofsink, the law firm representing the dry cleaner. She recently gave some tips to Smart Answers columnist Karen E. Klein about how to respond to customer complaints.

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