Limo Company Ratings - Getting Rated Positively

[Steven Groves]

We're starting to discuss rating systems for limousine companies over at the LDC forums and I wanted to take a minute and summarize here why I started the tread there.

To begin with I think the advent of this kind of rating system is now not a question of if, but when. let's take a look at the 'why' too - why is a rating system be produced? Are consumers demanding it? I think they are and with over 80% of your market going to the web 1st to research the products and services that want, I also believe that a rating system will be used by the consumer.

How will they find the rating systems? That will be up to those producing the ratings systems, but at least one very substantial player in the limo reservation field if adopting a consumer rating system, or so they said at Limolicious and we have our own Tim Berry here, as a member on InTheLeftLane who is part of TansportationReviews.com who is working on publicizing their transportation review / rating site.

I think it's a good question here also to ask if you think the consumer can make a discerning decision on a limo service provider when they read reviews? If they see one bad review, will that be enough to throw them off? If the ONLY review is a bad one, perhaps.

I think the real question becomes what do you do different then to get positive reviews in these systems, is there a way to drive consumers who ARE happy with your service to these kinds of systems / sites and make a positive remark?

I think so... it's all a part of your online presence in my mind. Just like we work with one another on InTheLeftLaneOnline.com to explore as a group the establishment and maintenance of an online presence, a part of your job is to be where your customers are online. Make sure you have a presence in places online like Facebook, or to a lesser degree, MySpace. Your presence on the web is not just your website - it's the communities you participate in and the comments you make in the public forum.

Will you get bad reviews - umm... yeah, you will. No matter what you do. The protocol is not however to get in an online, public shouting match with your detractor. It will be much better to engage, be open about any mistakes you might have made or might be responsible for and make legitimate open offers to resolve the situation. As those who know you and support you already see how you respond (hopefully in a positive, tactful way) to a jerk, they will come to your aid in fighting the flames. The community will police itself and it is very likely that your community WILL support you but you'll have to trust them to do so.

What if no one comes to your aid? What if all you ever get is poor marks on reviews? Like I said, the community will police itself... failure rate for small businesses is high - and even higher for poorly run ones.

[Steven Groves]

Tim, just my point - thanks for chiming in...

[Tim Berry]

Hey Steven, great discussion! You are exactly right. If a company is busy and successful enough, they will occasionally get a bad review or rating online. It is not the end of the world though. In fact, the opposite is usually the case. In this age of Web 2.0, many of your happy clients will often come to your rescue. In fact, you usually can sit back and enjoy watching them defend you or your company.

There are a lot of abusers from the transportation industry online. They realize that there is not really a policing body to keep them in check. Some of the biggest players online farm out their "leads" or act as brokers. Unfortunately, they are sending more business to the corrupt companies in the industry - intentionally or unintentionally.

The best advice for any company in the ground transportation industry is to be the best that you can be. Make sure you adhere to all state licensing and certification requirements of your state. Be very transparent, both online and offline. Encourage your clients to give you feedback and use that information to make your company better.

A Darwinian effect is occurring thanks to the internet. Corrupt people and companies may get by for a brief time, but eventually they will kill themselves off. Legitimate, honest companies that provide top quality service and value will always win in the long run.