Even one negative review can take the good reputation of the brand. More often than not, having poor reviews scares consumers away and they turn to other companies.
Do not ignore comments that are obviously fake or untrue. Instead, ask the author clarifying questions. If you don't get a response, you have grounds to request a site take down reviews like this as defamatory. You may discover that a competitor has made an effort to spoil the image of your business, and responding appropriately can prevent damage to your reputation.
Remember that any reviews about you left on networking sites, public forums, and review sites are accessible to thousands of readers, including potential clients. A prompt, polite response to all reviews keeps your business looking professional and shows you can take criticism. Don't fight with the customer or negative comments or make personal attacks as that will only aggravate the situation.
We recommend you develop scripts in advance to resolve the conflicts that result in bad reviews of your business. A professional community manager is invaluable in this process.