What Not to Do With Online Referrals
One mistake businesspeople sometimes make is to visit a review site like Yahoo! Local and Yelp, or even Twitter and Facebook, and respond to a bad review or a complaint with a defensive tone or, worse yet, a combative one. That's counter-productive and only damages your reputation.
If you choose to respond to your online critics, always do so in a calm, helpful way that aims to make you look like a consummate professional with the tools and skills to solve even the biggest problems. Solving a customer's issue in a public forum is a great way to show people you know what you're doing.