Two of the most difficult things about written comments is that you do not see the body language (facial expression, arms and legs position (other than where they are supposed to be!!!!!
), etc.) nor do you hear the tone of voice or voice inflections.
A simple phrase like " you should have talked to a manager" can have a whole raft of meanings to different readers, depending on their involvement. The person directly involved may very well think "why should I talk to a manager, it shouldn't have happened in the first place, so that manager probably would just give me grief...".
We can miss the sincerity in written comments, some humor (I have emailed a couple of folks that I thought I offended with humor), and of course the lack of sincerity.
As written above, and viewing the thread from the outside with no experience at Nadia's yet (yeah, I'm the one who asked about it
and I haven't been there yet (sorry Nadia, we'll make it)), I have been impressed with Nadia's willingness to sign off her comments with her name, and that's taking ownership of her business and its reputation. So, maybe a re-read of a post is a good idea before responding, just in case you may have missed the good intention of the writer. If you still feel the same way after reading it a second time, by all means, talk to the manager
.