Managing Negative Reviews

The problem with most negative reviews is that whatever you do to make amends, sometimes the review just won't go away, particularly if it's been scraped by other sites like Google Places.
This article has tips and links for how to manage negative reviews and also how to go further.
But first and formost,

1. Keep in mind that most of the people who will read your response are potential customers, not the person with the complaint.
2. Put your best foot forward in showing how you deal with customer concerns.
   
3. Don't write your response as soon as you see the review for the first time. Cool down.
   
4. Write a short, non-defensive reply and describe how the issue has been resolved. This will earn you the trust of your future customers.

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