If you are running a service based industry, such as hospitality or retail, then somewhere online there is a web based review site waiting for your customers to post an online critical appraisal on you.
That could be a good thing. Mainly because you want to hear about how they feel in order to gauge what is important to them. You also will need to see how your competition is being talked about, be it good or bad.
In short - these online reviews can be used as just another tool for you to use in constantly improving. With the pursuit of excellence at your central focus, these reviews should be both observed and used in your decision making.
