A negative review is public feedback, but the most valuable work often happens behind the scenes.

Separate emotion from the event

Write down the promised outcome, what actually happened and which handoff failed. This keeps the review from becoming a debate about tone.

Respond with useful context

Acknowledge the experience without sharing private details. Explain the next step and move account-specific discussion to a secure channel.

Change one measurable thing

Update a checklist, clarify an email or assign ownership for a handoff. Review the same issue after several weeks to see whether recurrence drops.