Bad Online Review: How Should You Respond?

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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