That's pretty much correct. Many businesses in my industry freak out over negative reviews... the people in my industry tend to be very sensitive and thin-skinned. Unfortunately, what they don't realize is that they need to encourage good reviews; and as you said, the best way to do this is to make sure they are doing things right.

On the other hand, there are always the nasty, untrue, vindictive reviews that get placed and cannot be removed. These are unfortunate, but I have learned over time that the best way to deal with these is simply to swamp them with good reviews.