Sometimes it can be a negotiating tactic; there's two sides to every story. Certainly not the same, but I've fired (in my mind unjustifiably) vocally negative

Sometimes it can be a negotiating tactic; there's two sides to every story. Certainly not the same, but I've fired (in my mind unjustifiably) vocally negative customers before. Often said customers realize they need the service a lot more than they thought and end up more willing to work cooperatively to fix problems. Only something you do in extreme cases obviously.