A representative takes ownership of the company he/she represents. She is careful to defend the company, because she is, by extension, the company, and cares about how that company is portrayed and viewed.
A customer takes no ownership, and therefore has no problem complaining in public (like on the company Facebook Page.)
A representative is the one that takes their business to the next level, and enjoys true success.
A customer buys what she wants and moves on.
Which one are you?