Small business owners typically feel immense pride in their companies, their products, and their services—so when a customer offers laudatory feedback, it’s gratifying on a personal level. However, the inverse is also true. When customers leave negative comments or bad reviews, it can feel like a personal insult—even though it’s rarely intended as such. The sting of negative feedback is even more pronounced when it happens at a public review site, such as Facebook, Yelp, or Google.
It’s only natural to want to respond to negative reviews—but is that actually a good idea, from the standpoint of marketing or even basic PR? That’s what we’ll be addressing in this post.