Social media has given your customers a loudspeaker and you need to monitor what they are saying about you.
The Internet provides consumers with limitless vocal power – both positive and negative. Size doesn't matter in this game. Big or small any company can have their reputation damaged by rumors, service complaints, and even malicious competitors.
You need to be proactive about building a solid, positive online reputation that can withstand the inevitable service failure complaints of everyday business operations. You will get negative reviews. How you deal with them will make the difference in how negative reviews affect your reputation.
If negative reviews are a very small percentage most people understand. Some people are simply impossible to satisfy. And mistakes happen. How you respond and the emotion that response creates is where you can make a difference in the outcome.
Negative reviews can also be a warning sign that your business has a business operational problem or a customer relationship problem.
Hope this helps.