Reading reviews when making a decision about which service provider to use is pretty commonplace - they helps us to understand a business from a client perspective, which is exactly what we need to know. But, like everything, with the good comes the bad. You're never going to be 100% perfect all of the time, and negative reviews will happen. But you shouldn't hide away from them. Instead, you should encourage more of your clients to review you. Just ask. Send a link to your Facebook or Google+ page and just ask.
Most likely they'll be happy to share their experience. Not only will they feel valued for you asking, but you'll most likely get a positive review from it.
And if you get a negative review? Don't rush to delete, instead, prove how great your customer service is by responding quickly to the review publicly. Because we all make mistakes, but not all of us own up to them. When we admit fault, we show that we are human, thus helping to rebuild trust.
Had an interesting discussion on my Facebook page yesterday. I shared a recent post by Larry Bodine on why Client Reviews Are Critical In Getting New Business with a comment that his was a great perspective to keep in mind. Not unsurprisingly, several of my attorney friends popped up to disagree. One wrote that “any lawyer worth his sophisticated salt does not look for client reviews like a fast food joint.” He also cautioned that “when you open yourself to reviews, you also open yourself to negative reviews.” But here’s the plain truth: clients are going to review you. You have no more control over that than you do the weather.