Many people love to vent online, and some are even "haters" to the point of writing negative reviews just for the pleasure of writing them. But it's essential to address these messages as well; keep in mind those potential customers reading them! So, when replying, tell those reviewers that you are working on improving your businesses that thank them for their feedback, the same way you'd respond to others. Try not to encourage them or reply aggressively. As Bob Phibbs advises, look at those reviews as informal shopper surveys, which can help you identify and improve business issues!
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