See the Positive in Negative Reviews
No one likes criticism. But what if you approached bad reviews for your business differently? When dealing with negative reviewers, try to stay positive. If someone is frustrated, offer a solution. Be sure to always respond to negative comments publicly to show your commitment to your business and customers, but feel empowered to take a conversation offline to share account-specific information. When communicating with these online reviewers, remember that they are people, and you should communicate with them as you would a "real person." Talk like you yourself are a real person, not a corporation. While responding to reviews is important and encouraged, reply only twice. There are many complainers who just enjoy the spotlight, and they're not worthy of your time and attention. Offer to engage this reviewer off-line if they continue to pester.