Business Dilemma

To build a sense of community you have provided a mechanism on the business Web site where customers can communicate and post feedback. You review the communication daily to help understand customer issues and concerns.


You login and find the following anonymous posting:

“I do not recommend visiting the cafe on Thursdays at 2:00 p.m. because the Children’s Story Hour is taking place. I hate children, especially in a cafe. I’m not sure why the cafe encourages people to bring their children. In fact, I recommend that children should be banned from the cafe altogether.”

  • How do you respond? Is the customer’s viewpoint ethical?
  • How do you encourage an open line of communication with your customers and still maintain an open forum on your Web site?

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