Because most business comes from word of mouth, online searches, and lead conversion through your site, there may be a tendency to be dismissive or undervalue the importance of “peer-review environments”.
Sites with review services like Yelp, Google business, Apple Maps, Houzz, Facebook, etc. ARE the new word of mouth. They have successfully situated themselves as foundational cornerstones and requisite conventions of today’s business reputation management. Regardless of validity, negative reviews and low-star ratings make for poor optics, and can be seriously problematic. Responding to feedback, and engaging clients to spread word of mouth by using review sites, will serve you well.