How damaging are negative online business reviews?

It can happen to any business today, not just restaurants and hotels. And the smartphone is what’s driving it. Clients and tenants can post a negative response immediately before their anger cools.

If a company or building has good reviews, one poor review should not be a big problem. People are suspicious of 100 per cent great reviews, anyway. One negative review is understandable since it’s impossible to please every customer, every time.

The key is to monitor websites regularly so there are no surprises. As well, be aware of any major incidents that may erupt into negative online commentary. While every business is faced with overcoming challenges, avoiding unnecessary damage is more than worth the effort to think about the unthinkable. Ironically, focusing on the “what if” questions may be the path to getting over the hurdles and reaching a company’s objective.

John R. Graham is president of GrahamComm. He is also a marketing and sales consultant and business writer. He can be reached at johnrg31@me.com.