I can tell you by the time I'm ready to rant in public I'm furious.
I had something installed in my home that cost several thousand dollars. The item would work a few times and then not....within the first year, I had 5 different techs in my home, costing me at least 3hrs per visit. Most insinuated some stupid thing was the culprit. By the 6th visit, I made it clear that if the next person arrived asked about that particular item...I was going to act irresponsibly.
Then....Boom. The item essentially explodes in my home, within feet of my children, whom were up most of the night, afraid our house would burn.
I guess you could say I was angry....and took it to their facebook, since it was a sunday and not office hours. They initially "liked" my comments....before reading them.
3 visits later by one of the owners and yet another tech, I helped them identify the problem.
How should I review that company? Would I be more motivated to yelp them or a company that just did what they were supposed to do and provided a quality product?
I understand why angry people are more likely to do it............but I'm also very happy to be vocal in support of companies or people who do a great job for me.
As a business owner, I've had people want refunds or replacement over the most nit-picky minute detail that would make the average customer laugh. But my stuff is guaranteed, so I replace it.
Word of mouth is important to me, and some of the most difficult customers have resulted in the most word of mouth sales for me.
"Silence is Golden. Duct Tape is silver"