Close the loop on a detractor

Detractor A customer rates the job 4/10 even though the physical work passed inspection. The score points to an experience gap, not just a workmanship question. Closed loop Listen -> diagnose -> recover -> improve A low score deserves a response that repairs trust and teaches the business something useful. Defend Prove the shelves were fine. Recovery becomes operational learning. Do not argue with the score before you understand what produced it. 01 Listen 02 Diagnose 03 Improve Open the call Malik is calling the customer after seeing the 4/10.

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