Did you see this video? You might not ever have something like this happen at your museum, but you might get a poor review on Yelp or your Facebook Page.
Kudos to FedEx for making this response video and writing a blog post about it the same day.
Tip of the day: The nature of news, the Web, and social media means that no one can afford to ignore bad reviews. Being proactive, and having a conversation about bad reviews, instantly diffuses the impact of something like this on your brand.