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Bad Online Review: How Should You Respond?

January 4, 2013
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When you've got a big, ugly customer review sitting near the top of Google results for your business, it can be a real thorn in your side. Moreover, a Harvard Business School study found that garnering an extra star in a Yelp review, on average, leads to 5 percent to 9 percent more revenue for a restaurant. Perhaps that's why the owner of Deitz Development in Washington, D.C., was so incensed about negative reviews of his business on Yelp and Angie's List—a client said he stole from her home and billed her improperly—he sued her for $750,000....

 

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You’ve read part one of this multipart series, claimed local listings and even spent some time optimizing … now what? Next on the list is figuring out how to monitor reviews left on claimed listings, as well as reviews or comments from blogs, social media sites, and so on. Tools can streamline this process and make the seemingly daunting task a bit more manageable. Consider using the following tools:
 
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Social media has given a voice to anyone who wants to attack your business, and there are people out there who seem to revel in attacking for any reason — or no reason at all.
 

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