- especially in a small town

The digital era has given the average consumer a powerful platform by which he can express his opinions and share information easily and instantly. Today’s consumer is acutely aware of this power and is closely evaluating how a business responds to feedback and resolves issues. A customer empowered in this way may seem like a loose cannon, but ignoring or failing to respond is the business equivalent of shooting yourself in the foot. 

Here is a great article on How to Handle Bad Online Reviews for your Small Business

and How to Use Social Media for better Customer Service