I run a small cafe, so I read our online reviews more than I should. I know the difference between a copied apology and someone actually listening. Last weekend I was restocking my 3 p.m.
protein iced coffee stash—one of the few things that sits right on this med—and comparing two bags. One shop had a reply under every single review, even the rude ones. The other had zero. I picked the chatty one.
The product was fine, but later I wondered if I was buying protein or buying the feeling of being handled gently.
As someone who battles the pastry case daily, I’m an easy mark for warm words. Does a business that answers every review sway you, or does it eventually feel like a script?