Even if someone has a good memory and knows a large amount of facts is does not necessarily mean that he thinks critically. One may believe that a quick decision is a good, but often when one looks deeper into the facts involved he finds that more problems are present because an important decision was rushed.
But doing so may cast an even more negative light on your business than the original negative review.
A critical examination of the situation might lead you to wait a day to collect your thoughts, and then to respond in a measured, constructive manner.
Critical thinking in customer service decisions keeps you from unnecessarily losing customers, and – in the long run – it may even improve your image.
Devra Gartenstein founded her first food business in 1987.