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From Nay to Yay

What to do about bad reviews on customer feedback sites

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This story appears in the July 2010 issue of Entrepreneur. Subscribe »

The popularity of user-review sites such as Yelp and Citysearch can be excellent resources for inexpensive publicity for a small business. The downside? The inevitable bad review can cause havoc if it's not handled with savvy.

"There is an enormous level of trust between social network user and social network user--much more so than between a brand and end-user," says Carisa Miklusak, co-founder of social media marketing company SoMedios in Vancouver, British Columbia. She calls Yelp "the online Consumer Reports."

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