Whether fair or not, many people make their entire buying decision based on your reviews on Google & Yelp. The more good ones you have, the more likely they are to use your service. More importantly, Google search loves reviews, so the more you have, the more likely you are to move to the top of the page.
Alternatively, bad reviews can really harm your reputation and your business. It's extremely important to respond to these reviews swiftly and correctly. People appreciate when businesses admit they're wrong and are graceful to unreasonable customers!
