Bad reviews often appear when a customer feels that there was no clear way to raise a concern directly with the business.
A better process creates that opening: ask for feedback after the visit, notify the team when a customer reports a problem, and reply while the experience is still fresh.
Close the loop
The goal is not to suppress public criticism. It is to give the business a fair chance to understand what happened, make the situation right, and improve the next visit.
This 2016 article is preserved in the Smiley archive. Review-platform policies and product behavior can change, so current campaigns should follow each platform’s latest rules.