In my last column The militant consumer – Part 1, I had somewhat of a (self-indulgent) rant about the rise of the obnoxious consumer spewing outrageous demands on unsuspecting service providers. And while it is a choice made by every business owner to decide just how bad someone needs to behave before they’ll either be denied service in the first place, or to disengage from unreasonable existing customers, the inevitable fall-out of refusing a person’s custom or demands is unfortunately not within their control. That fall-out can, worryingly for businesses, often be of a devastatingly public nature in this digital…

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