Can your customers find you on Google when they have a complaint?

Came across another great example of why you need to show up in Google for not only positive mentions of your brand, but negative mentions as well. I see this path constantly, and nowhere is it more clear than on this customers “beef” with Taco Bell.

Unbelievable! Not only did I find a long yellow hair with a snarl attached to it hanging out of the bottom of my Beef Burrito Supreme, the replacement burrito had a yellow hair within it as well. ~ I do NOT have yellow hair! ~ The teller coped an attitude with me when I demanded my money back, and tied to tell me this was not a hair from any of them! Now I Googled Taco Bell to file a complaint and the link is to a Taco Bell error page with a link to their home page where there is no link to file a complaint or contact customer support! I will NEVER eat there again! Totally disgusted!! - D. Irvin

Here is the way it works 99% of the time…

1. Customer isn’t satisfied with an experience they had with a business
2. The customer searches Google for a way to let the business know they aren’t happy
3. Businesses don’t show up because they do a crappy job at being found in Google
4. Customer gets even more frustrated and goes to Facebook, YouTube, and Blogs to Gripe

Can your customers find you in Google when they are upset? Put yourself in the shoes of a person frustrated with your business, and you might understand why they complain about you online.