Everyone wants to do what’s best for their business’ reputation, but tons of people are making a big mistake that has an easy fix. One of the first questions business owners ask me is whether they should be responding to their Yelp reviews. It’s common to find people who watch their reviews like a stock ticker but never respond, or firmly believe in not replying. Our data backs this up, as the majority of Yelp’s 77 million reviews go unanswered. It seems that whether reviewers are gushing about their favorite coffee shop or perturbed by poor customer service, most business owners aren’t joining the conversation. So what’s the impact of not replying?