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Producing great content is one thing, but your online presence is primarily dependent on your ability to connect and engage with your customers. Part of that means knowing when to respond to negative reviews (and when not to). For example, it’s a good idea to respond to some not-so-raving reviews when:

• You really did screw up
• Someone has misstated facts

While it’s ideal to try and remedy a dismal situation when you can, there are also times when it’s best to just keep your mouth shut—like when:

• The nasty comment-leaver is mad at the world, not you
• When your hands are still shaking in anger

Full story at Small Business Trends.

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