A recent survey by Econsultancy and bigmouthmedia found that marketers most commonly handle negative internet buzz by directly engaging with its source. Meaning that the best way to deal with harsh criticism of your brand/product/service is to meet it head-on, with solutions (not confrontation). Yes every scenario is different, but this law can still find applications across the board, from your social media/blogosphere to the retail world.
It boils down this: Listen to your consumer! And respond when appropriate. In any forum, we can expect to see negative feedback. Luckily we’re not entirely judged by what that opinion is, but how we react to it.