Scream and Shout

The voice of the consumer rings loud on Yelp, and it strikes fear in many consumer-facing businesses. Many beginning entrepreneurs ask what they can do to control what customers say on Yelp.

But you can't.

If you make a mistake, own up to it. If you didn't (but someone thinks you did), explain your side respectfully and show you're always open to making your customer's experience better. Whatever you say, no matter how loud the screams directed at your business, don't shout back.