872. A Family Friend Left Me a Two-Star Review

No Days Off with Brian Gubernick · Aug 3, 2026 · 10m

A family friend left a two-star review for Brian's property management company. It was inaccurate, she had never once voiced a complaint during her lease, and the team had waived fees to take care of her. Within ten seconds Brian had the perfect public rebuttal written in his head. He didn't send it. In this episode he walks through the two mental models that stopped him, Hanlon's Razor and Naval Ravikant's line about choosing the non-emotional response, and gives you a three-step process for handling the next thing that sets you off. Plus the one-sentence rep to run this week.

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