[Biggd]

I have my own business also, auto repair. I find that social media allows people to be influenced more by their immediate mood than they would be in person. Many people, including me, would never say the things to someone's face that they write on a forum. But if you're attacked you tend to respond. Also some subjects just bring out the worst in all of us, like politics.
If I have a customer complaint I would much rather have them come back to me and allow me to make it right rather than just ripping me on social media.
It's much easier to walk away from confrontation in person than to walk away from it on your key board.
Twitter, IMO, is the worst social media site for this. Just nasty stuff that I don't think most people would ever say to someone's face.