So your restaurant got a bad review how do you react?  Do you call the involved employees in to discuss?  I would think that would be a good place to start.  If the review was truthful then you need to have appropriate discipline administered.  Do you fire everyone that dropped the ball?  That depends on the extent of the infraction.  Did the employee spit in the food.  If yes then I would think firing is in order.  If the employee left the customer too long without service then I would dig a bit deeper.  Benjamin Luke Weil: Executive Profile & Biography – Businessweek is a good reference for employers.