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.
SHARE THIS
OTHER
If, like me, you spend more time than you should doom scrolling LinkedIn, you could be tempted into thinking no-one fails. LinkedIn has become a hyperbolic haven and a place to scream and shout about success. But what about failures - why aren’t we talking about them? In business, failure is inevitable. I mean it. Whether it's a product flop, a marketing misstep, or a company on the brink of collapse, every entrepreneur will face moments that test them. Yet, history has shown that these failures can often be the starting point for something extraordinary.
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.
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.
AI is poised to reshape the legal profession, with 31% of law firm leaders predicting major disruption by 2025. Scott Simmons explores how AI could improve client outcomes, streamline workflows, and drive value. Whether you’re cautious or curious, it’s time to explore AI’s potential.
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.
When it comes to ideation in business, there’s no one-size-fits-all approach. Every business, team, and leader has their own way of generating and refining ideas. Whether it’s through structured brainstorming sessions, casual conversations, or solo reflection, the goal is to unlock creativity and find solutions. We’ve asked four GFSB members to share how they approach ideation in their fields. As you read, think about how you generate ideas and remember that sometimes, the best results come from trying something new.
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...
Starting and running a small business is rewarding but comes with its fair share of challenges. The path of entrepreneurship is often characterised by immense dedication, long hours, and tough decisions. As a small business owner, you're not just responsible for the operations and growth of your company and team, but also for your own wellbeing.
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)!
Thrive catches up with Nick Pitaluga TEP, Managing Director of Gibraltar Trust & Corporate Services Limited - “GTCS”. From starting out as a messenger to leading his firm through a major merger, Nick talks about the importance of stepping outside your comfort zone and offers inspiration for anyone carving their own niche.
Pets are like family, right? As a proud cat dad, I’d actually go further and say that they are family. Over the years, I have spent my well-earned money on (many) toys, beds, treats and vet bills for my two feline furballs Nacho and Drake. And I am not alone. According to a recent Fortune Business Insight report, the global pet care market was valued at a massive £171.78 billion in 2022 and is projected to grow from £180.06 billion in 2023 to £269.29 billion by 2030.
Raju Purswani examines Ted Baker’s fall, sharing sharp lessons for entrepreneurs: stay true to your brand, beware of overhauls that alienate customers, and balance growth with identity. A cautionary tale with insights every business can learn from.
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.
Forget everything you know about online shopping—eCommerce is evolving fast. While giants like Amazon and eBay once ruled, a new wave of platforms such as TikTok Shop, Shein, and Temu are reshaping the industry. But beneath the flashy deals and viral trends lies a growing conversation about sustainability, waste, and the hidden costs of convenience.
Imposter syndrome is a psychological behaviour where individuals, including many high achievers, struggle with persistent feelings of self-doubt, inadequacy, or the fear of being exposed as a fraud. Despite their achievements, those experiencing imposter syndrome believe they are undeserving of their success or worry that they've misled others into overestimating their abilities.
Technology is having a major effect on every aspect of our lives, and the retail environment is not immune to these changes. Not only has online shopping revolutionised the way we think about buying and consuming, but it has also dramatically changed how we shop in physical stores.
Artificial Intelligence promises unprecedented opportunities for small business owners in Gibraltar. As the digital landscape faces constant evolution, understanding AI becomes not just beneficial but essential for businesses aiming to thrive in 2024. In this article, we aim to demystify the complexities surrounding AI, offering an approachable guide to its fundamentals, history, and practical applications for businesses, providing you with the knowledge to embrace this technology confidently.
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.
In the latest edition of Thrive, regular contributor John Hayes reflects on the uncertainty facing small and medium-sized businesses in Gibraltar. From Brexit fallout to ever-changing frontier delays, he unpacks why the border remains a top concern—and how local firms are adapting. While resolving post-Brexit cross-border issues is beyond the scope of this correspondent, there are practical steps business owners can take to mitigate and manage the challenges of this uncertainty.
In an age where small businesses must adapt to stay in business, outsourcing has long been a way to enhance efficiency and streamline operations. Derived from the simple philosophy of delegating certain non-core tasks to external experts, outsourcing allows businesses to concentrate on their primary objectives and strengths. For the uninitiated, it's about seeking external expertise for tasks outside your comfort zone, skills base or business's main expertise.