I love how the web is helping people make much more informed decisions, and I don't mean Ciao and other review sites. I mean peopl uploading videos like this one so people can see a pretty major design fault before they buy. And a smart producer would be watching and getting his drawing board back out.
It won't be long before people start videoing long queues, difficult sales assistants or dirty waiting rooms and uploading them to twitter. Everyone will know about every poor service experience in an instant. The key won't be to run a perfect service (impossible), but to be attentive and responsive to bad service experiences.