diberry - 5:43 pm on Aug 5, 2013 (gmt 0)
As a small business owner, I find my reply to a bad review is the best tool I have. Often we can defuse the situation, particularly if the customer is being overtly aggressive, and has clearly not been in touch with us.
I can confirm that as a potential customer, I take the business' replies very seriously. If they make a reasonable attempt to deal with the complaint, that impresses me. And if the reviewer doesn't respond or cooperate with their reasonable attempt to fix things, I dismiss the review.