Business · FORTUNE
Fortune #27
Mixed — reflect carefully
A negative review may reveal a real issue. Check facts and respond responsibly without exposing the buyer's private details.
QUOTE CARD
A quote for you
““การสนทนาอย่างจริงใจเพียงครั้งเดียว สามารถเปลี่ยนแปลงทั้งวันได้””
— มิเชล โอบามา
อดีตสุภาพสตรีหมายเลขหนึ่งสหรัฐฯ นักเขียน และผู้รณรงค์สุขภาพครอบครัวกับการศึกษา
- Person
- Michelle Obama
- Source work
- Quotes / The Light We Carry (2022)
- Source text
- “The power of one honest conversation can shift an entire day.”
STORY & REFLECTION
A one-star review
Guidance-based illustration · A one-star review
Illustrative scene: A dress shop gets a one-star review saying the size was wrong. The owner wants to argue that the buyer measured badly and publish the order history as proof.
She pauses, checks the size chart and batch, replies briefly in public, and invites a private discussion. Finding a confusing measurement chart, she fixes the image for future buyers.
The FTC advises fair treatment of positive and negative reviews, without editing their meaning, and checking suspected fakes. Reviews can inform service improvements instead of serving only as praise.
A useful reply need not win an argument; it should lead to a fix.
Reflection
Responsible replies beat arguments.
A small action today
Check facts and offer a suitable resolution.
A question to reflect on
What part of this review can the shop verify before replying?