Shawn created a new startup business. At first everything seemed to be going well and sales were 20% higher than he originally projected. Unfortunately, it did satisfied customer began making life miserable. The customer had demanded a refund, but Shawn refused because there was nothing wrong with the product. Soon, he found comments online that he had poor customer service warning people away from his product. Shawn was sure that the problem would go away on its own, but his sales fell 30% the next month.