Gabrielle’s initial response
The thing that struck me the most was Gabrielle’s reaction to all of the hateful comments. At first, she responded quite defensively, replying with quips such as “his little $5 was returned.” By doing this, not only does it make her look bad, but we have no way of knowing if his money was actually refunded in the first place.
It would behoove Gabrielle to take a more positive and understanding approach when speaking with unsatisfied customers in order to maintain a good reputation for herself and her business.