wiki grabs FTW!!!!!
I got it because I'm not a lawyer, but I would like to think I know a bit about customer service being in retail 15 years now - and I've had my fair share of complaints from customers about service they have received from myself or staff - I've thanked the customer every time. You need feedback like that so you can know whether you're tracking correctly or not.
Personally if I found something like this posted up on a forum/website about my business there'd be some serious shit go down the next day at work.