Phoenix Business Journal: Is your business ready for a one-star rating?

The ability to rate products, services, and even companies online has been fantastic for consumers. But it is also a tool that a disgruntled customer can use to seek revenge, and that is not fantastic for the company getting a bad rating.  Managing your online ratings is as important as your search engine optimization.  “Is your business ready for a one-star rating?

It does not happen often. Every once in a while, a customer walks away unhappy. In the good-old-days, it was regretful but not that big of a deal. As long as it was not often and did not point to a trend, it was just a part of doing business. Then came the internet and ratings. Now upset customers were given a way to vent. One star. Bam.

There is no way to make everyone happy. And if lots of people are unhappy, then your company has a problem. What I’m talking about is that one in one hundred customers who are miffed. So miffed that they seek revenge by going online to post a low rating accompanied by a long rant with lots of ALL CAPS statements of outrage. For us, this has happened with Google’s new rating service.

These rare low ratings are a pain because when someone local searches for us, they see our company with location and information on the right of the search page. And smack in the middle there is a rating of 1.5 stars. There are only three ratings in something like five years. Unfortunately, all that anyone will see is that star and a half.

For business-to-business companies, happy customers do not give ratings. If they are happy, they do more business with that company. Ratings are just not part of the professional world yet.

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