The good and bad thing about the internet is an open forum that allows people to say whatever they want. There is no control over what your customer is going to say in the future.
Online reputation management is all about managing your online review portal in such way that your company comes out looking good despite negative review. It is all about the way we respond to the bad press. Online Reputation Management never seeks to hide a negative review from your review portal because everyone knows the fact that no business will be able to keep all their customer happy all the time.