Add replies to comments in Google Places
However, sometimes these reviews can be critical (and may also be posted by competitors!) so that Google is now enabling companies to engage with the people who have reviewed their business. Google adds that both positive and negative feedback can be good for a business and help it grow, although negative reviews certainly need to be handled carefully in terms of reputation management.
At least this option is now available to business owners and their comments are indicated on the reviews section. By responding to praise or criticism in a positive manner can enable companies to build stronger relationships with existing and prospective customers. Google has provided some tips and instructions on how to respond to reviewers.