What you write to one, you write to all.
Always publicly respond to every single 1 and 2 star review.
Punctuation, spelling and spacing are very important.
Never use template responses.
Always address the customer directly, and look for a way to establish trust.
Use empathy whenever possible.
Reinforce your position as a trusted, reliable business in the nicest way possible.
Never blame the customer or make them feel bad or inferior.
Make your response personal by adding your name and contact info.