Uncle Jesse's not holding back.
You're not going to satisfy everyone, and on some occasions, the customer isn't right, but you should certainly do your darndest to try and find common ground, and head off problems at the pass, without compromising your basic business needs.
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Is the literary community really missing out on anything, now that the clever punchline of this review has been omitted? Comments like this aren't cultural conversations. They're self-satisfied monologues.
Reviews found on such websites as Yelp, Google Places and Citysearch can make or break a local business.
This year has seen its fair share of authors kicking off about poor reviews, from Alice Hoffman, who called a Boston Globe