These days a few disgruntled customers can destroy a business by writing bad reviews. I have seen long established restaurants go under because of a couple of bad Yelp reviews.
I also know of a restaurant that is in a terrible neighborhood that is a little hole in the wall that my friend runs. From behind his bulletproof glass he greets every customer and offers all new customers samples before they order. He also fills the niche of being vegan food. He is in the top 100 on Yelp and a constant stream of hipsters wander into the hood to seek out his restaurant.
So true. Now I see restaurants posting their own responses to bad Yelp reviews. I actually think it's good when phrased correctly. What do you think?
for sure it's better to respond as long as you can do so in a positive manner.