Protecting Your Small Business Image
It’s important even if you’re wicked
This is a Wicked Camper - it’s one of a fleet of vehicles that you often see around Australia. They are very popular with people who want to go camping on the cheap.
Quite some time ago I wrote about these vans on my motoring blog and ever since then that particular page has been attracting quite a few search engine hits. It’s also brought a couple of adverse comments about the company from customers who were far from happy about the service they did … or didn’t receive.
One of our daughters will be coming up to stay with us for a few days in January and she plans on hiring one of these to get her here so I sent her the link so she could be warned. (I knew that she and her sister had hired one last year but didn’t know what their experience had been like)
She responded to my email with a typical ‘Dad you’ve got nothing to worry about’ response but she also took the time to tell me in glowing terms how positive her experience had been. But she didn’t take the time to comment about her experience on the blog.
So I see a lesson there for small businesses - people who feel they have been treated poorly are always quick to complain and these days, complaining on the Internet can attract a whole lot more attention than in the past.
Sadly those who have a good experience are not quite as quick to tell others.
Basically I guess it comes down to working harder to keep your customers satisfied.
You can read the original post and all the comments (including a quote from my daughter’s email) at A Wicked Camper
