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Dance Magazine:
Is the customer always right? How to handle online reviews.

Last summer, Samantha Gobeille, owner of Arizona Dance Artistry, happened to look up her studio's name on Yelp. She discovered among the handful of glowing reviews three negative ones. She was stunned.

She realized that she had to put her feelings aside and take action to protect her business. She crafted responses that politely addressed the concerns of each poster and that highlighted her studio's strengths. "I asked myself, if a potential client was reading that, what would I want...

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