Armstrong Nurseries responded to my last post here.  I appreciate their response. Commenter Michael White expresses his feelings, as well as mine concerning how this turned out. What's fascinating  are the possibilities inherent in the use of social media by companies that truly want to participate. You can build your business on input from the customer faster than ever before. Both positive and negative feedback if acted on can help business avoid larger problems later. Inviting the customer to provide input via social media opens all sorts of possibilities for collaboration. It is after all the the customer that makes or breaks any business. A customer who feels they have made a positive change in their local business will remember that and spread the word.