Lines
Lines

How to Handle Business Reviews

We all have bad days, right? In business, that can mean we don’t bring our A-game to work and perhaps our service slips. Maybe a dish takes too long to reach a table or a staff member sounds distracted at the till. This could lead to negative Google Reviews or on ‘that’ Facebook group that we all know about… In a world where customers check ratings before they buy, one bad comment can feel like it cancels out all the good work you do and takes the wind right out of your sails.

In Gibraltar, feedback travels fast and in the days before online reviews, local businesses have always had to be mindful of positive and negative word of mouth. Around the world, online reviews began to take hold in the early 2000s with sites like TripAdvisor and Yelp enabling users to leave public feedback online. It wasn’t until later that decade that the online review reached Gibraltar with the rise of Google Reviews and Facebook recommendations. Today, online reviews are now part of everyday business life and a feature on most client-facing sites and apps. Whether you run a busy morning cafe, a legal practice or a shop, people are likely to look you up before they walk through the door. 

Good reviews act like word of mouth on steroids. They reassure new customers and remind regulars why they keep coming back. Negative ones sting, but they also give you a chance to show your character. A single comment can shape perception, so businesses that handle feedback well stand out.

Celebrate the Good

When someone leaves a positive review, acknowledge it. Thanking the customer by name makes them feel valued and shows others you are listening. A beauty salon might respond to praise with a warm, simple note: “We’re delighted you enjoyed your visit. Thank you for choosing us and we look forward to seeing you again.”

Small gestures like this build goodwill. They also create content you can reuse. Many businesses now share customer quotes on social media or frame them in-store. It is free marketing with real credibility.

Stay Calm with the Bad

The hard part is dealing with criticism. It is natural to feel defensive when you see a one-star rating pop up. Resist the urge to fire back. Read the comment, check the facts, then respond calmly.

Take a restaurant on Main Street. If a diner posts that their food was cold and service slow, a good response might be: “We are sorry your experience did not match our usual standards. Thank you for raising this. Please get in touch so we can make it right.”

It acknowledges the problem, apologises, and offers to fix it. No excuses and no argument. That tone shows professionalism, which other potential customers will notice.

Take Issues Offline and Learn from Patterns

When a customer posts a complaint, reply briefly in public and then move the details to a private channel. For example: “Sorry to hear about this. Please message us your details so we can arrange a replacement or refund.” Quick action turns frustration into trust, and often the customer will come back online to say the issue was handled well, which is more powerful than any advert.

It is also worth looking beyond the single review. One bad comment is not a disaster, but if you start to see the same feedback appearing again and again, it is a signal to act. A salon with repeated complaints about waiting times might need to rethink its booking system. A café that hears regular comments about unfriendly service could benefit from staff training. Reviews are more than reputation management. They are free market research that helps you spot where your business can improve.

Invite Feedback

Do not wait for reviews to appear. Invite them. Many customers are happy with their experience but never think to leave a eview unless you ask. A polite prompt can make all the difference. This could be as simple as a small sign at the till, a follow-up message after purchase, or staff asking directly at the end of service.

For shops and cafés on Main Street, where cruise ship visitors often choose where to spend money based on ratings, even a few extra reviews can tip the balance. And if your business already has a loyal customer base who are satisfied, encouraging them to share their views online can be especially powerful. Their feedback gives new visitors confidence and builds momentum behind your reputation.

Make Reviews a Team Effort

Your team should be part of the conversation around reviews. Staff shape the customer experience every day, so share feedback with them, celebrate the good comments, and talk openly about the bad ones. This keeps reviews from feeling like blame and instead makes them a tool for learning.

It helps to celebrate milestones together, such as reaching a set number of positive reviews in a month, or to spotlight individuals when their name is mentioned in feedback. A small reward or even public recognition can go a long way in showing staff that their efforts matter. These moments build pride and encourage consistency in service.

And remember, no business has a perfect record. Customers know this. What matters is how you respond. Being open and honest about mistakes often earns more respect than staying silent. In a place as connected as Gibraltar, the way you handle one review on Google or TripAdvisor can influence many future decisions.

Before you go…

Think of reviews as an ongoing conversation with your customers. The positive ones are an opportunity to amplify what you do well. The negative ones are a chance to show how you put things right. So next time you see a new review, take a breath before you reply. Thank people when they are kind, and when they are critical, listen carefully. How you respond will speak louder than the review itself.

Lines
Small Lines

SHARE THIS

Lines

OTHER

Introducing the Thrive Catalog - A curated collection of goodies selected by our editorial team each quarter. Everything featured is available right here, right now at prices that are better than or compete with the internet.

Love is big business. According to official statistics, 1,745 weddings took place in Gibraltar in 2021 followed by another 1,761 weddings in 2022 and a further 1640 in 2023. That’s around 33 weddings each week or 6 every single day. With an estimated population of around 33,000, it’s safe to say that, no, we aren’t all marrying each other, but that Gibraltar is a very popular place for many people to come and say ‘I do’. In fact, in all three years, non-residents outnumbered residents by an average of 90% to 10%. The stats point to a healthy wedding sector, one that our Minister for Tourism, Christian Santos is keen to develop. In an interview with the Gibraltar Chronicle he recently said he wanted; “Gibraltar to be the Las Vegas of Europe” when it comes to weddings. Unlike Vegas, we don’t have Elvis. But we do have John. Music legend John Lennon famously married Yoko Ono here in 1969 and put the Rock on the map for ‘Fast Track’ weddings. If music’s not your thing, acting legend Sean Connery (AKA James Bond) also tied the knot here (twice)!

Welcome to the fifth edition of Thrive magazine. Too often the narrative around business focuses on success and, in my view, we forget to talk about failure. That’s why we lead this edition with EPIC FAILS by Katie Buller—because understanding what doesn’t work is just as important as what does.

When you’ve been running your own business for a while, you know what works, and it’s easy to rely on the skills that got you to where you are. Chances are, you’re comfortable doing things in a certain way, and your team knows what to expect from your leadership style.

Whether you’re an ebook tapper or traditional page turner, there are thousands of books that can make you better at business. Áine Panter, Head of the School of Business at the University of Gibraltar has curated a list of must-reads that will inspire, inform, and equip you for success.

Finding someone who listens, understands, and guides you can make all the difference. For women in Gibraltar, the Women’s Mentorship Programme offers just that – honest conversations and valuable support from people with lived experience who understand. Now in its sixth cycle, the programme pairs women with mentors to help them navigate work, life, and everything in between. Ok, full disclosure: as a recently appointed mentor, that last sentence somewhat triggers the old imposter syndrome and self-doubt, but I am honoured to be part of this scheme and look forward to doing my very best in the months ahead. 

Did you know that what you eat directly affects your energy levels, brain function, and stress resilience? Poor dietary habits—such as skipping meals, consuming too much caffeine, or relying on processed foods—can lead to energy crashes, brain fog, and reduced efficiency. On the other hand, a well-balanced diet stabilises blood sugar, enhances cognitive function, and keeps stress levels in check.

In business, we often concentrate on the what and how of an enterprise.

One of the most dangerous things anyone can say in business is, "We've always done it this way." This phrase doesn't age well and puts businesses at risk. "We've always done it this way" can quickly look like "flogging a dead horse." This doesn't always mean that businesses need to change everything. Some things, like great service, never go out of fashion. But when sales start to slow down, it's always a good idea to consider taking a new approach. Rebranding a product, service, or entire enterprise can be part of this process. But rebranding should never be taken lightly.

When you’re a small business, staying one step ahead of the competition is essential. Yet, many small business owners grapple with the decision to invest in employee training and development. With limited resources and immediate financial pressures, it can unintentionally get pushed to the bottom of the priority list. However, investing in your team’s learning and development is a strategic move that can yield significant returns.

Whether you’re building a business from the ground up or hoping to grow an existing operation, having a strong business development strategy is the foundation of success. But real, sustainable growth doesn’t come from chasing the next big thing, it comes from getting the essentials right. So, what are the fundamentals you can’t afford to ignore? In my view, this starts with something I call the “Holy Trinity” of small business marketing...

If you’re looking to grow your business, expand your reach post Treaty or simply try something new, collaboration can be one of the most effective ways to do it. The key is approaching it with a bit of structure. And resisting the urge to say yes to everything just because someone seemed nice over a […]

From the increasing influence of AI to the rise of social commerce and sustainability-driven consumer demand, the key to success lies in adapting strategically rather than chasing every new trend. This guide breaks down the most impactful trends for the year ahead—offering insights on how to integrate them into your business without losing sight of what already works. Smart adaptation, not blind reinvention, is the name of the game. Here's what to expect and how to make it work for you.

There’s something slightly uncomfortable about sending a contract to a client when you run a small business. Especially in Gibraltar, where relationships matter and business often begins with a conversation over un cafelito rather than a legal document. When you know someone personally, or you’ve been introduced by a mutual contact, it can feel unnecessary to formalise everything. You tell yourself that an email thread is enough. Or that you’ll sort the paperwork later. I used to think like that. Over time, and through a few situations that were more stressful than they needed to be, I’ve realised that putting things in writing isn’t about distrust. It’s about creating guardrails for growth. The clearer the boundaries, the freer you are to focus on doing good work.

Two decades is a long time for any business - with all the strife that businesses large and small have had to endure these past four years, it seems that anxiety among business owners has never been higher. I recently had the pleasure of chatting with Garren Thompson, co-owner and co-founder of Gibraltar hair & beauty salon Miss Shapes, based on Bishop Rapallo’s Ramp. As the business recently hit the 20-year milestone, we discussed the highs and lows of creating a successful salon in a saturated market, how he and his team created their new range of Miss Shapes branded Hair & Beauty products and how this will help build success for another 20 years.

Gibraltar has long been home to many international businesses. Gaming giants, UK-based insurance companies and far-flung fintech firms are all drawn here thanks to our strategic location and business-friendly environment. Carl Clavering moved his insurance business to Gibraltar, and it’s safe to say, it’s transformed his life. When I caught up with Carl, it was clear that his decision to relocate wasn't just about tax advantages or access to the UK market —it was about finding a place that felt like home, both for his business and his family.

The world of work is undergoing a significant transformation, driven by the accelerating capabilities of Generative AI. While robots taking over our jobs might be a sci-fi trope, AI’s ability to learn, create, and automate tasks is undeniably impacting various industries. Generative AI is the umbrella term used to describe the type of AI that can create new content and ideas. This can include text, images, music, code and other types of content. We are now seeing how powerful this tool can be. But is this a threat or a powerful tool waiting to be harnessed? We set out to find out, what does the use of Generative AI look like in Gibraltar?

Mental health issues affect us all. How we manage our daily stresses and anxieties have an impact on our relationships, how we perform in our job and the workplace environment, and our outlook on life. Becoming self-aware of what affects us, managing how we respond to triggers and using tools to help us work through them, are all part of our journey towards MENTAL FITNESS, which is how we should be positively defining it. 

The Treaty between the EU and the UK over Gibraltar is finally giving us some clarity, and yet, it also reminds us just how much sits outside our control. The finer details will take months to surface. Political tides may shift. Promises will be tested by practicalities. Every day, we face issues beyond our reach: new legislation, competitor actions, market trends, customer behaviour, staff turnover, illness, family responsibilities, global events. All of it lives in what Stephen Covey calls the Circle of Concern - things we care about, but cannot directly change. The more we fixate on them, the more frustration can grow.

We’ve said it before and it’s only getting louder: AI is reshaping how businesses work. From chatbots and smart analytics to automated content and decision-making tools, AI is helping smaller firms punch well above their weight. But with that power comes responsibility. As AI use grows, so do the risks around data privacy, and under GDPR, getting it wrong can mean serious fines and lasting reputational damage.