Be there for all the people, whether those are your customers or just people talking about your industry. Monitor your brand and product mentions and always help those who ask for it. Social listening will certainly help a lot in that matter. Negative reviews will always be there as it's nearly impossible to please everyone. Nobody likes receiving bad reviews but the truth is, if handled properly, they can actually turn out into something good for you. There are a few factors that I'd say help a lot when it comes to dealing with negative reviews:act fast - time is of the essence and the longer a negative review remains unanswered, the worse impact it can possibly have on your business or whatever is a review related to, you could certainly use some help with social media monitoring here - at Brand24, we try to educate how important it is to address the online mentions in a timely manner, even if it takes some time for you to get back with a more in-depth feedback, people will normally appreciate your prompt reactionapologize - whether what happened that caused a bad review was actually your fault or not, everyone knows that the customer is NOT always right, still, you need to let them feel you're actually sorry for what they're unhappy about, at the end of the day, an apology costs you nothing but it'll certainly help you, you might also offer a discount on a customer's next purchase or visit at your place, or even give something for free if you feel like that's the best way to godo your best to turn it around - it's a lot likely that a negative review will be publicly available online, where a lot of your customer and potential customers will have access to it, make sure they see you did all you possibly could to help an unsatisfied customer - chances are this customer will appreciate your help and maybe even become a brand advocate for you