The Art of Responding to Criticism
summary
A concrete method lands quickly: a refactoring of HALT into HEART checklist (Hungry Excitement Angry Rush Tired) for pausing before replying, concrete reply categories (personal attacks, pricing, pre-existing support frustration, UI misunderstandings), and explicit use of TextExpander snippets with rules (no multi-paragraph blobs, include editable name fields). Examples include replying to App Store reviews, fixing a UI discovery issue inspired by a Forest review, and giving away a one‑year TextExpander subscription.
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chapters (19)
- 0:00Introduction
- 6:25Backstory
- 7:24Halt
- 8:16Heart
- 9:13Excitement
- 10:23Anger
- 11:51Rush
- 12:53Tired
- 15:08Personal Attacks
- 18:25Pricing
- 23:26Criticism
- 23:56Acknowledge
- 24:24Forest
- 26:38Validation
- 28:34TextExpander
- 29:53Multiparagraph snippets
- 32:36Blank fields
- 34:04Customizing a paragraph
- 36:13Final thoughts
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