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.
OTHER
How to: Brainstorm
If you’ve been dreaming of starting your own business, you’re not alone. Data from the UK’s Office for National Statistics (ONS) revealed that the annual number of companies registered is edging closer to the one million mark, that’s up by 75,000 in 2022 which itself was 30,000 higher than in 2021. Whether it's following a passion, aiming for financial independence, or breaking free from the 9-5 grind, every entrepreneurial journey begins with one crucial thing: a solid idea. But coming up with that perfect idea can be tough. This is where brainstorming comes in—it’s the creative springboard that can help you turn your business dreams into reality.
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.
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.
After teaching in schools for 18 years I decided to take the plunge and embark on a self-employed life. Driven by my passion for teaching children with special educational needs I set out to discover alternative ways to make education accessible to all. My vision was to have the individual in mind, with their own strengths and challenges, and with that came the birth of ‘edYOUcation Clare Francis’; bringing the YOU into learning.
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.
Success doesn’t just happen; it’s built on a strong foundation of preparation, clarity, and taking consistent action. Whether you’re launching a new business, taking your current side-hustle full-time, or looking to scale in a competitive market, having the right plan in place is essential.
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.
Finding time to sit down with a book can feel like a luxury sometimes. We seem to be pulled in all sorts of directions, yet many of us still want to learn and stay exposed to new ideas. Podcasts have filled part of that gap. They’re accessible, conversational and easy to consume while commuting or […]
For many businesses, standing out from the crowd in an already crowded marketplace is a mammoth task. But for Fresquita one of the ways they tackled this issue was with highly creative packaging.
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.
“People want to know the stories behind the products they buy. It’s not just about what’s on the shelf, but the journey it took to get there.” – Stella, Spirit of The Rock As consumer habits shift towards mindfulness and sustainability, the concept of slow shopping has emerged, offering both challenges and opportunities for small businesses. Slow shopping encourages consumers to take their time, make more thoughtful purchases, and focus on quality over quantity.
Who doesn’t love a good office gossip? Hushed conversations by the coffee machine, knowing glances across the office, colleagues who "just thought you should know" – it’s all just harmless banter, right? Not quite. While gossip might seem like an inevitable part of office life, the reality is much less entertaining. Workplace backbiting can destroy trust, drain morale, and impact team productivity. Few people understand this better than Norwegian psychotherapist Glenn Rolfsen. With over two decades of experience in psychotherapy, Glenn has dedicated his career to helping businesses tackle workplace negativity head-on. His innovative "Gozzip" method has been transforming office cultures worldwide, earning him recognition at TEDx talks and WHO conferences.
In an increasingly digital work environment where we have more emails, WhatsApp messages & interruptions than ever before, many business leaders started looking at ways of alleviating the stress that comes with this increased workload. Relaxing the dress code and letting your team dress down and wear in more casual clothing is one way of doing this….Or is it?
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.
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...
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.
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.
Whilst Brexit hasn’t exactly been a positive event, we can’t deny that it’s also been the catalyst for diversification and change. It was a true ‘before and after’ moment that made businesses rethink their strategies and, in many cases, change their direction of travel. Gibraltar’s newest bank, justbank, is born from this process. As well as heralding the arrival of a new bank, this fresh start gave the team at IDT Finance the opportunity to create innovative and tailored banking solutions from the ground up. I met with Managing Director, Damian Asquez, and Head of Corporate Banking, Nikolai Gafan, to find out more.
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.
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.