"We trust that you will avoid using harsh language and will refrain from making unsubstantiated allegations against individuals and firms. Your constructive feedback and opinions are very valuable to all of us in the industry. "
9 out of 10 of my clients , whenever they are faced with such a situation, behave like this. As pointed out in the article, a lot of empathy and putting oneself in the shoes of the investor, is required. Cold logic alone will not suffice for the investor to take a decision!