Chapter 4

Is a bad review a stain, or a repair map?

Đánh giá xấu là vết nhơ, hay bản đồ chỗ cần sửa?

The chapter's question

What are the last thirty reviews saying about my counter?

Big idea

Reviews are operational data; read by theme, they point to exactly what needs fixing.

In this chapter

  1. Part 4.1

    Grouping Complaints

    How many themes do my complaints fall into?

  2. Part 4.2

    Replying to a Bad Review

    In what words do I reply to a one-star review?

  3. Part 4.3

    When to Ask

    At which minute is the customer happiest?

  4. Part 4.4

    The Street's Opinion

    What does the shopkeeper next door say about my place?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of A Drink Shop With a Name is free to read right here.

Read in Conan School

Chapters of A Drink Shop With a Name

  1. 1.If not for price, why would anyone pick my shop?
  2. 2.What makes a passer-by stop at my shop?
  3. 3.Does a small shop need followers, or the right neighbors?
  4. 4.Is a bad review a stain, or a repair map?
  5. 5.Is the shop next door a rival or a doorway?