No matter how robust your brand’s customer service is, you can’t avoid negative feedback — noise that can block out all the great things your business offers and does. Social media is rife with videos highlighting incidents where customers feel wronged and the torrent of negative comments that follow. Reviews on Google, Yelp, Facebook, Open Table, TripAdvisor and other platforms are filled with dissatisfied customers, and that can upend a business’s good standing.

Sometimes, there are missteps, and the reviews and feedback reflect a breakdown in service or product delivery. Other times, people are venting or trolling with no cause. You can’t take it personally, but don’t ignore what they say. Customers rely on reviews when discovering or purchasing products and services. Bad reviews can turn them away and cause a reputational crisis for your business.

Your online business reputation depends on a proactive, strategic approach for identifying, monitoring, managing and responding to negative reviews. You’ll seize opportunities to build trust, improve customer service and enhance customer relations.

Related: Your Customers Are Talking About You — Here’s How to Turn Their Feedback Into Profit

Identifying customer issues

If a negative or bad comment appears on social media or one of the consumer review platforms, take a breath and figure out what’s behind the review. Put yourself in the customer’s shoes to see if the review or comment was justified. Go beyond the words and anger to determine where things went wrong. Then respond — genuinely and professionally.

Monitoring online reviews

You won’t know customer dissatisfaction exists without monitoring your online reviews. There are various tools and strategies available to do so. For example, you can use Google Alerts or ReviewTrackers to provide you with real-time alerts when new reviews are posted on platforms like Yelp, Facebook, TripAdvisor and Google.

Also, ensure your business is claimed and verified on the major platforms so you can respond to reviews and receive notifications of activities. Optimize your business profiles. You want potential customers to find accurate, useful information when they are looking up reviews about your brand. Make sure photos, location, hours and business description are up to date.

Managing online reviews

Designate a “review response” team or personnel to respond to reviews. Share these tips with the individual or team responsible for handling reviews:

• Don’t let emotions come into play when crafting responses to negative comments.
• Thank customers for their feedback and let them know your intention to do better.
• If the customer is justifiably dissatisfied, apologize and show empathy without overdoing it.
• Make things right if possible. For example, offer an opportunity to revisit your restaurant with dessert on the house. Send out a replacement product that got lost in the mail at no cost. Offer a discount on a future product.
• If all goes well, encourage the customer to modify the comment with an updated review so others can see your good-faith efforts. When you acknowledge customer dissatisfaction and do what you can to turn things around, you’ll find that these consumers will become your biggest champions and cheerleaders.

In some cases, contact reviewers offline to discuss their experience. During the conversation, ask the customers to update their reviews. If they choose not to update the comment, you can respond online that the issue was resolved.

Related: How to Better Manage Your Brand’s Reputation in the Digital Age

Go beyond the negative, highlight the positive

In dealing with bad reviews, in addition to responding and turning dissatisfied customers into advocates for your business, beefing up your online reputation with positive comments and reviews is equally critical. Positive reviews influence buying behavior and help win people over, even if there is the occasional bad comment.

When asking for a positive review, timing is everything. Encourage reviews at the point of purchase, following an event or fulfilling a service. For example, send a quick text or email saying, “Happy you had a great experience. Would you mind leaving us a quick review?” Make it easy for your customers to leave a comment with a link to the review page.

Make getting positive reviews part of your brand strategy

Train your staff to ask for reviews in their communication. For example, recently, my colleague had an issue with a product that was delivered to the wrong house. It was the delivery service and not the retailer that made the error. The delivery service would not rectify the situation; however, the retailer was happy to send a replacement product. My colleague received an email with an invoice ($0) listing the products reshipped to her home and a gentle nudge to leave a review about the service and resolution. She was more than happy to do so and spread the word.

Respond to positive reviews, too. This shows you care about your customers’ feelings and helps build trust with future reviewers. Don’t be shy about sharing great reviews as testimonials on your website and social media platforms. Other satisfied customers on social will chime in and reinforce the great experience your brand delivers, further boosting your online reputation.

Getting some negative reviews is not all bad. They help you pinpoint areas that need improvement. In addition, they help create a balanced, authentic brand profile. While you want most of your feedback to be positive, having occasional negative comments and responding to them builds trust and credibility.

Almost half of entrepreneurs rely on their laptops daily, according to data from global market research firm Ipsos. That’s not a huge shock, considering these portable computers let you get work done anywhere. As an entrepreneur, you’re used to bringing work home… and on vacation. And right now, you can get a super versatile device, an ASUS Chromebook CM30, for just $179.99 (reg. $329.99).

This Chromebook is durable, versatile, and ready for your busy schedule

Entrepreneurs have to be flexible, and the ASUS Chromebook CM30 can keep up with everything a workday throws at you. It can even go from laptop to tablet, thanks to a detachable 10.5-inch touchscreen. There’s also a garaged push-pop stylus with fast-charging technology that you can use to jot down notes, graphs, and more.

This 2-in-1 device lets you tackle anything anywhere, with a MediaTek Kompanio 520 processor that lets you do all the multitasking required of an entrepreneur. You’ll also be working on the Chrome OS, so you’ll have access to all the cloud-based apps you’re already using.

8GB of RAM and 128GB eMMC storage ensure you have sufficient space to download your favorite apps and save important files locally. Dual 5MP cameras are available on the front and rear, letting you take pictures, video chat, and more.

If you’re hard on your devices, the ASUS Chromebook will be a great fit for you. It’s made from a military-grade, durable aluminum chassis so that it can withstand heavy handling. You’ll also be able to get a full workday in and more, thanks to the 12 hours of battery life.

This particular model is an open box device, which means it was likely excess inventory from store shelves. It will be verified to be in new condition and placed in clean packaging before it arrives at your doorstep.

Bring home an ASUS Chromebook CM30 for just $179.99 (reg. $329.99).

StackSocial prices subject to change.

The small business landscape has never been more complex. Shifting consumer expectations, ongoing macroeconomic headwinds and evolving workforce dynamics are forcing business owners to rethink traditional strategies and embrace more adaptive ways of operating.

A decade ago, the playbook looked different. Today, businesses face a swirl of uncertainty — tariff fluctuations, inflationary pressure, late payments and unpredictable policy shifts. Small businesses sit at the epicenter of these changes, asking: What’s truly different? What lessons still apply? And how can we continue to adapt and grow in this high-stakes environment?

A new reality: Pressure and possibility coexist

Challenges are nothing new for entrepreneurs. But today’s pressures are more intense, more layered and more sustained. From interest rate uncertainty to global trade tensions, small businesses often lack the cushion larger enterprises rely on to absorb these shocks.

Yet in that vulnerability lies strength. Small businesses are uniquely agile. They can pivot faster, stay closer to customers and innovate with purpose. The ability to adapt swiftly is what separates those who merely survive from those who grow stronger in adversity.

Related: 7 Reasons to Trust Your Gut When Starting a Business

How today’s small businesses are future-proofing for growth

1. Start with financial clarity

Cash flow is the lifeline of any small business. But clarity goes beyond just watching the bottom line — it means being proactive about payments, forecasting accurately and understanding how external economic trends affect your operations. Late payments and rising costs are disruptive, but preventable.

Business owners should work closely with accountants, bookkeepers, and local business groups to interpret policy and economic shifts. Staying informed isn’t optional — it’s your edge. Leaders who build financial agility into their operations will be far better positioned to seize opportunities and weather shocks.

2. Build operational resilience

The pandemic reminded us how fast things can change. Businesses that successfully moved online, adapted their customer experience or adopted new tools proved how vital resilience and nimbleness are.

But resilience isn’t just for crisis response — it should be baked into your day-to-day operations. Continuity plans, regular process reviews and a willingness to iterate based on feedback are key. Agility is no longer a competitive advantage — it’s a survival trait.

3. Innovate with intention

Innovation doesn’t mean chasing every new tool or trend. As AI and automation reshape industries, small business owners must ask: Is this the right investment now? Will it help solve a real challenge or improve efficiency?

True innovation is rooted in purpose. Whether it’s embracing digital tools that streamline operations or aligning your brand with social values, growth comes from clarity, not complexity. Technology is a powerful enabler—but only when aligned with your mission and customer needs.

Related: How User-Generated Content Helps You Build Trust and Credibility

4. Stay deeply connected to customers

Consumer expectations are evolving fast, and agility depends on staying in sync with those shifts. Case in point: nearly 90% of U.S. consumers prefer to pay by card — yet many small businesses still don’t accept them. Adapting to preferences like this strengthens loyalty and accelerates cash flow.

But flexibility is just part of the picture. Transparent communication — especially when external factors like regulation or supply chain disruptions arise — helps manage expectations and builds trust. Strong customer relationships aren’t just good for business — they’re the foundation for longevity.

Final takeaway: Lean into the unpredictable

In today’s unpredictable world, the most successful small business owners aren’t avoiding change — they’re leaning into it. They’re arming themselves with insights, embracing flexibility and leading with purpose. That mindset — not any single tactic — is what future-proofs a business.