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In social-media age, firms still have control over how they respond to unhappy patrons

THE GLOBE’S editorial on the kerfuffle between a customer and chef that played out on the Facebook page of the restaurant Pigalle concludes that in pre-social media days, the episode would have been handled more gracefully in person (“Avoiding pie fights on Facebook,” Dec. 4).

Although that may be true, yearning for those days amounts to bad business advice.

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