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[quote=Anonymous]I also own a service business, we live and die by online reviews.  I roll around in bed at night when a customer isn't happy, it kills me because I take this all so personally.

If someone is willing to be pleased then there are no lengths to which I will not go to please them,  but they have to be willing to be pleased – many people aren't.

Over the years they have been many conflicts and I have two rules to apply to them;  The customer is usually right and in the event of a tie it always goes to the customer.  I don't sell $10 milkshakes, my work is costs in the thousands and I have coughed up thousands over the years to make people happy.

OP you are probably going to get a bad review but the best kind of bad review is the two page singlespaced rant; the person writing it comes off as a lunatic. Since you have the opportunity to reply on yelp  you can write something a little snarky that will make the review write her seem even more ridiculous;  do not go on and on about every point where you try to please them – nobody cares, just keep it short and humorous with a little snark.

People read the bad reviews first so make that work for you,  just focus on getting new reviews to bury it.

Sometimes people suck but 99% of my customers have been decent, honest and lovely people.  Everyone reading reviews knows that there are crazy people out there and as long as the majority of your reviews are possible you should have no trouble. [/quote]

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