[andystone]

Right now, we notify the restaurant owner that a negative review has come in and we encourage the owners to respond to any negative reviews (in a friendly manner).

Having a family in the restaurant industry, I can say that most negative reviews and rants can be diffused with a little discussion and an offer to make it right. With Bistro, we just want to find every mention (from review sites or even personal blogs) and just start that conversation.