Two weeks after the opening, Jay showed Ploy a review online. The writer called the coffee and the service slow. Ploy read it three times, and her face turned . Her first was to write an angry reply. Grandma Bua advised her to wait until she felt . The next morning, Ploy read the review again, more . Some of the were unfair, but one point was true: on busy mornings, people waited too long. So Ploy wrote a short, reply. She thanked the writer for the and explained what she would change. She and Mint the morning routine. Mint would take orders while Ploy made the drinks, which was far more . Uncle Somchai built a counter so that customers could read the menu while they waited. Within a week, waiting times were shorter. A month later, the same writer came back . He admitted that his first visit had been on a day, and he changed his review to four stars. Ploy learned that a complaint can be a gift, even when it hurts. She printed the new review and pinned it beside the till.