I’m really happy to see this new change out of Google’s Local Business Center that allows Verified Businesses to respond to negative reviews. Many times when people write nasty reviews, they just want to be heard. So if you treat them with respect, listen, and genuinely try to fix the issue, they may change their tune.
Check out the article that explains the change in greater detail and let me know your thoughts and, of course, if you responded to any of your reviews!
all the best,
link to article: http://mashable.com/2010/08/04/google-place-pages-reviews-response/