As with point one, the art of war is to not win the fight, it’s to subdue the enemy. And sometimes the enemy isn’t a competitor, it’s the customer.
It’s true, we all get bad reviews from time to time. It’s a way for customers to vent their frustration.
Don’t take it personally.
Think of it as an opportunity to improve your service or product offering. Handle the issue with dignity, and you’re likely to come off better than fighting fire with fire (most of the time). Give them a reason to back away from the argument, or in other words, ‘Give then a golden bridge to retreat across’.
Top tip: Make it easy for your customers to talk with you direct. That way their frustration might never spill out beyond your control.