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Respond quickly to bad reviews.
Resist the urge to defend your company, product, or employee, an approach that almost always makes things worse. “The key is not to fire back at the customer, the key is to examine the problem and resolve it,” Pogorzelski says. “Also, if a bad review is warranted, thank the customer for the review and apologize for the bad experience. We find a customer will often go back and update a negative review once the issue has been resolved, so you can turn a negative into a positive if you act quickly.”