You should already be searching online for comments people post about your business in forums and on web sites – if you’re not, get to it!  The question is, what do you do when someone posts something negative about you, your company, or your products?  The answer is simple – respond.

Acknowledge their concerns and come up with an appropriate solution for their complaint.

If they didn’t like the product, offer them a full refund, if they didn’t like the service, offer to fix it and offer a discount the next time they come in, if they were served bad food, offer them a free meal.

What it comes down to is that you need to make things right, in whatever way possible.  Doing this makes it known to the public, who will read that negative feedback, that you care and want all feedback.