Yelp is a review website that is a must engagement site for any small business.  Over 32 million people visited Yelp in May of 2010 alone.   Imagine what that means for a bad review?  But the good news is that no matter what the review, the business has the opportunity to engage their customer .  The best way to do so?  Acknowledge the review, thank them for spending their hard earned money at your business, and then take the necessary steps to rectify the problem.  The best part of a bad review is that the business can publicly fix the situation and demonstrate to the rest of the Yelp community that you are a business that cares about it’s customers.  Yelp is not going anywhere.  They are the industry leader in review websites.  Does your business have a presence on Yelp?  Do you have the time to monitor this website and the several other websites that the public can comment about your business?  This is called online reputation management.  You need to do it.  Let us know if you have any questions.  Thanks for reading.  Thanks for sharing. -DL