Wayne arrived at work and found someone left a negative review on Yelp for his iPhone screen repair service.  It was glaring because he had a stellar 5-star rating until now.  The review pointed out that an employee at the store was rude and arrogant.

A business' online reputation at Yelp, Google, Facebook or TripAdvisor can quickly be destroyed by a vengeful customer or misplaced review. Jake discusses the pitfalls when literally anyone can leave a review and the strategies for ensuring a good reputation.