Let’s face it, most businesses do good work and provide great services; otherwise they’d be out of business. The problem is that most happy customers don’t go out of their way to talk about good experiences online without your prompting them to comment. As a result, your prospects are only seeing the negative responses from unhappy customers who have had less than favorable experiences which, in most cases, are a small percentage of the customers you serve. It’s always better to remain informed of their immediate responses.