and feedback from your customers; and yes, it can be hard, especially if you run a very hectic business. but, it is very important to know what people are saying about you business, if its good then you want to thank them for doing business with you; but if it was a negative review then you want to do something about the issue.
showing interest when your customers complain about your business is very important. by showing interest, the customer will feel appreciated and will reconsider about making business with you again. so, how do you show interest? just reply to their comment and apologize to them for the bad experience 