Last weekend, I was visiting Portland, Oregon, home to several indie ice cream shops. As I drove up to one, I saw a line snaking around the corner. I like ice cream as much as the next person (actually, probably a bit more ), but at 9 p.m. on a rainy night, I’d found the line I wouldn’t cross–figuratively or literally. I pulled up Google Maps on my phone, dropped a pin, and searched “ice cream.”

My search returned nearly a dozen options, each result showing details like star ratings, reviews, busy times, and links to articles that mentioned the business. I looked up the ratings for one of the shops and noticed a complaint with a one-star review. But beneath that I spotted the owner’s response, followed by an update by the customer, who said said the owner made things right–and updated their review to five stars. I drove straight over and grabbed an ice cream with plenty of time before the shop closed. Read more here…

thumbnail courtesy of fastcompany.com