Key Points:

1. Reviews are a brilliant way to show your values in action.

2. Gracefully respond to all reviews, acknowledging where people have felt any kind of disappointment without getting argumentative.

3. If the review is clearly malicious or from someone who has never entered your premises or bought from you, make a polite statement noting that there are no records of their engagement with you, and but you will look forward to welcoming them and serving them when they do come and visit and report the incident to Google or wherever the review is.

4. Encourage your customers to leave reviews for you, they are helpful to future customers and build your SEO.