This is priceless: (via Boing Boing)
At San Francisco’s Pizzeria Delfina, they know how to own their pain. Rather than wringing their hands over Internet sourpusses who give them one-star Yelp ratings, they’ve printed up tees with excerpts from the most scathing reviews (“This place sucks”) and given them to the staff to wear.
I call this practice “conversational jujitsu” – take the negative force of complaints, embrace them, and use them to your advantage. Just wait until really large companies start to do this. Then we’ll see remarkable change in this economy.
More as … I write the book.