Also, think through your policy for how you intend to respond. Any business owner who disparages a customer for speaking his or her mind, is likely to find it blowing up in their face. Smart business owners will understand that even the way they respond to negative complaints is being judged by consumers. They will use their response rights wisely.
If a review is inaccurate, keep the response fact based and unemotional. If the review is negative but accurate, use the feedback to improve the weak areas and set out to improve your ratings through better service and/or better products.
One thing is true for every consumer-facing small business — ignore reviews at your peril.
