How do you combat the bad reviews?

Most of us have used the opinions of strangers to guide us. Maybe we crossed a movie off a list because we saw a bad review on television or went to a new restaurant based on a review we read in the newspaper. The Internet lets us all be reviewers and almost anything can be reviewed. You can rate books on amazon.com, local businesses on yelp.com and DUI attorneys at gotdui.com. And you can use those sites, and countless others to help you chose a book, a restaurant, or a lawyer.

Of course, any review is subjective. For example, The Lost Symbol, Dan Brown's latest book, has over 1400 reviews, almost 500 of which are positive and about 650 are negative. Also, the quality of service at any business can vary. So before trusting a review, read carefully.

If you own a business, you need to understand that your next customer might review his or her experience on the Internet. Just as bad reviews in the New York press can doom a Broadway show, then a bad report can seriously hurt a business.

How do you combat the bad reviews? The first thing to do is to try to not get them. Be on top of game as much as possible. If you see that a customer is dissatisfied, try to find out why and do something to satisfy them. Be honest in your advertising so that customers don't expect one thing and get another.

The second thing is to try to get good reviews. Encourage your satisfied customers. Publicize your good reviews and their sources.

Here are ten other things you should consider.

Is your business listed on YELP?

On April 24, 2009, Darin McClure sent me a link to an article about YELP. The title of the article was "Yelp Allows Business Owners to Talk Back On Site". I read the article that day and I really thought it should be a subject for a blog post, but until today I have not had time to talk about it here. The more research I did about YELP, the more I realized I didn't know or understand a lot about this particular social networking site. Is your business listed on YELP?

I would like your input. Maybe you can answer some of my questions:

1. Do you have a personal YELP account?
2. Do you often write business reviews on YELP?
3. Do you rely on the YELP reviews?
4. Can you explain how the "search" program works in the back end?

Regarding #4: If I go to YELP and search for Mexican Restaurant in the specific zip code of 85705, then how can there be 160 results with the first result listed located in the zip code 85719? There is no rhyme or reason to the listings, they are not in alphabetical order, review frequency order, etc. Or am I missing something?
Now if I do the same search on Google Maps there are many more results, but they are listed in zip code relevancy order. In other words, Google lists first those restaurants actually located in 85705. Makes sense to me.
I hope that someone out there in YELP land can explain this phenomena to me.