Short answer, yes. You absolutely need reputation management.
If you own a business in this day and age, chances are you’ve had an unsatisfied customer at some point. They may have even told you straight up to your face that they will leave a bad review of your company online.
While, your first instinct might be to shrug it off, many businesses end up being very surprised at how serious this can be and how damaging it can be for your company. Unfortunately, it only takes one person to leave a terrible review that goes unnoticed and it can spiral out of control so fast it’s not even funny. By shrugging it off you ultimately are showing that you don’t care. This is almost as bad as the review itself in my opinion.
One of the worst things you could do in the case of a bad review is to attempt to block or stifle the person making the review. This is a sure way to take the speed at which things can spiral out of control and flip it into hyper drive.