You have to respond to bad reviews on places like Google, Facebook, etc. You can't let a one sided review tell the story of your company.
It also shows that you're an engaged business. I've seen numerous negative reviews and I tend to side with the businesses when I see they've responded to a bad review. Even if the business are in the wrong, it shows they're willing to make things right.
Also, all you can do is drown out those negative reviews with more positive reviews. It's OK to ask the customers you've had positive experiences with to leave reviews.
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