Hey,
I was worried about maligning the image of my business when I started getting negative reviews online. I made sure that the problems of the customers are resolved on time. It was then that I realised that I needed to have a PR team. It is much more affordable than advertising which can be too expensive for a small business. Also, it helps in building a positive image for the brand and developing its credibility as a business. I could not believe that negative reviews were affecting my business, so I developed a PR strategy. It helps mitigate crisis and bad publicity. Here is an article that will help you know more about PR.