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.
Search Fund Accelerator Boston, the first and most advanced coaching organization that mentors aspiring CEOs seeking to acquire businesses, announced that a member of its 2018 cohort has purchased a company. This is SFA’s ninth acquisition since its inception in 2015.