Online review sites are the rage. Unfortunately they often are given more credibility than they deserve. I wrote a piece back in 2016 about some disturbing things I have heard more than once about Yelp.
Experts agree that negative reviews to which you respond appropriately can actually do you more good than positive reviews, which are often looked at as biased or from your friends.
Responding appropriately is the issue. What does the fuzzy word, “appropriate” actually mean? Good question, glad I asked it. Sometimes the best appropriate answer is no response at all. Often an apology and clarification is the appropriate approach. However, there can be many “sticky” situations including snarky people and people who are just “over the top.” Responding appropriately to them is a talent and may require some thinking.
We suggest you consider there are two audiences for your response: the original poster and others who may read the thread. You don’t really want to get into a lengthy back and forth with the original person as that is likely to make things worse. What you really want from them is a thank you after your post. While that may not be possible, look at your response from the point of view of making it a happy ending for you and the poster.
The other audience is the larger community of people who will read the review and make decisions about your business based on that review. How do you respond for that audience, which may be different from how you might respond if you were only considering the original writer. This is a talent. I recently found a great example (in my opinion) of how to respond where the greater audience was the primary audience but the response was also likely to shut down the original complainer.
Dealing with online reviews is a real issue in the modern world. Gaining the skills required to appropriately respond is critical.