How do you handle complaints?

In this day and age of internet connections and social media, the potential impact of complaints has mushroomed, especially for small businesses like custom woodworking operations. It used to be if you had a problem customer, that meant they might complain about their experience to friends and relatives. Now, they can tell the whole world through Facebook, Twitter and a host of review sites such as Yelp. What does that mean for how you handle customers? Obviously, making the customer experience as smooth and satisfying as possible is the goal, but with the common challenges of custom work, that sometimes is easier said than done. I ran across this article from the perspective of kitchen and bath cabinet dealers. It's not exactly related to true custom woodwork, but it raises some good points.

Have you changed any of your tactics to keep customers satisfied based on social media or the Internet? Are you using these tools to help spread positive word of mouth? How do you monitor your online presence?