I just read this piece of advice on how you should respond to complaints about your business. It's true, and it made me think of this book.
If you internalize this book you'll have a leg up on anyone you consider competition. So why would I share the secret and lessen my advantage? Alex Blumberg once said something like "the reason we're sharing our secret sauce [of creating successful podcasts] is because we know how much work it takes, and most people won't be willing to do it." Exactly. Reading the book is easy; practicing what it preaches is not necessarily so.
the advice: When responding to an offensive comment, never argue with the customer or appear condescending to him or her. This is an extremely counterproductive way to handle the situation.