Comments, reviews and mentions are part of your search results. Here is how to manage them deliberately.
Buyers cross-check your social profiles before they contact you, and an unanswered complaint carries more weight than ten quiet compliments.
Respond publicly, briefly and without defensiveness. The reply is written for the people reading it later, not just the person who complained.
Collect and reuse genuine praise across your website and profiles so trust is visible wherever a buyer looks.