It only takes a single bad review...

Some of you will have read this - it ran in most national papers this week. Behind all the 'Basil Fawlty' journalese is an important point - that negative reviews harm your business:

'She said she has lost £2,000 in cancelled bookings since the scathing Michael W review - which she calls "The Valentine's Day Massacre".' 

Here's a link to their TripAdvisor listing.