The overseas friend had his measurement taken, chosen the fabric and design for his suit. He went for two fittings to make sure that the suit meets his expectations.
When the suit was ready, he wasn't satisfied with the final good.
After he went back to his country, he started posting nasty and abusive comments on the Facebook Page of the tailor shop.
The owner offered to make a new suit for him but was turned down. He gave the man a choice of refund on his credit card but was rejected as well.
The man continued to post comments about the bad service, poor workmanship and so on.
In desperation, the owner consulted his branding consultant on what to do. After all, how he handle the customer on social media can affect his brand's image.
In the end, the consultant suggested getting all the staff to create fake accounts on Facebook and to post comments on the Page such that the man's abusive remarks get drowned in the sea of comments.
Would it be better and easier to ask the man what he wants the owner to do instead?