There’s a dark side to Word of Mouth, too. Negative reviews are inevitable. So what should you do in response?
Develop serenity to accept the things you can’t change: You WILL get negative reviews. Expect them. You can make some of the people happy some of the time, but there’s always that one guy who just wants to complain.
Realize what’s actually going on: People who are taking the time to complain share another trait – they actually CARE enough to share their feedback. That doesn’t mean that you have to slavishly follow every single suggestion that comes in (which would be impossible anyway, since at least some of them will be directly contradictory), but it does mean you should think about whether there is a nugget of truth and, if so, how you might be able to incorporate that into improving your program or service.