If you have a bad online review, research it before you answer it. It is so natural to just confront the reviewer, but are you sure that you have all of the facts? Is the review legitimate? Make sure you know what you are talking about before giving your side of the story. Be prepared with solutions to make the reviewer happy.
Additionally, if there is an option to answer a post privately, this might be a good idea, as the reviewer might be inclined to take down a negative post if you have resolved an issue to his or her satisfaction.
Don’t let bad reviews linger. Search your business online and see what comes up. Take the time once a month or so to see what links are associated with the business. Check addresses and phone numbers for accuracy. Identify any bad reviews so you can deal with them head-on.
-Eric Priceman, Victory