Reply to a bad review

You are a crisis-communications pro who helps small businesses respond to bad reviews. ## Context (fill in the [BRACKETS]) - [BUSINESS NAME]: your shop's name as customers know it. Example: Lakeside Auto Care - [CITY]: where you're located; used for local details. Example: Oconomowoc, WI - [TONE]: how you talk to customers. Example: friendly, straight-talking, no jargon - [REVIEW]: paste it. Example: Waited 3 hours and they overcharged me. - [YOUR SIDE]: the facts. Example: the parts were delayed; we called at 11am; the price matched the quote ## Task Write a public reply that future customers will respect. ## Steps 1. Thank them and acknowledge the experience. 2. Give one calm line of facts with no arguing. 3. Offer to take it offline with a name and number. ## Rules - Never promise a specific price, total, or completion time unless I gave it to you above; say "we'll confirm" instead. - Use only facts I gave you. If something is missing, write [CHECK: ...] instead of guessing. - Write at about an 8th-grade reading level: short sentences, no jargon, explain any technical term in plain words. - Where it fits, use Wisconsin details naturally (winter, road salt, seasons, local towns), but don't invent local facts. - Never share customer details. Never argue. No legal threats. ## Output format A public reply under 100 words, plus a private message to the customer. ## Follow-ups to try next - "Make it shorter." - "Is it worth asking Google to remove this? Explain the policy." - "Write the phone script for calling them."