It seems the biggest barrier to businesses joining the iplug community and collecting feedback from their customers is the fear of being Slapped.

“I don’t want to ask a customer what they thought of my service in case they tell me they didn’t like it.”

Forward-thinking businesspeople know this is a crock. It’s a bit like saying “I don’t want to drive into the city to accept the award in case we have an accident on the way, or the car breaks down.”

Back at the turn of the century the thought of purchasing something online from a complete stranger, and paying for it first, was unthinkable. “What if they don’t send the goods?” or “What if the goods arrive and are damaged?” TradeMe got off to a slow and grinding start. But things soon hotted up when the early users dipped their toes in the water of online auction shopping and didn’t get burnt (please excuse the mixed metaphor). Now half the population think nothing of paying for goods from a stranger and trusting in the site and the system to protect them.

And that’s the key; trusting in the site and the system.

People are scared to list their businesses on a site that allows customers to say things about them – because they haven’t actually done it yet! And remember, you have protection! Look at it logically;

• In the beginning the only customers who go to iplug to Plug you will be the ones YOU direct there yourself. (And if you have a disgruntled customer in your past, you’re hardly likely to ring or email them and say ‘give us a Plug’ are you?)
• In the beginning the only members of the general public who will see your Plugs are those YOU direct there and say ‘check out our Plugs!’
• We used the term ‘Slap’ for negative feedback because it’s harsh. A customer or client is hardly likely to Slap you because you sold out of papers, or because the root canal job cost them a small fortune. If they’re NOT happy with you, they just won’t Plug you.
• And finally, all Slaps are moderated by iplug. A Slap can only come from a genuine customer or client of yours, and must be detailed and accurate. “These pr**ks are hopeless!” will not get through the moderation process. “He promised I would get a tax refund of $10,000 but it was only $8,780!” is a real Slap – but only if it is accurate and from a genuine client. Don’t forget you also have the right to reply to Slaps too. “If this client had disclosed all of their income in the first place, they would have gotten more than 10k.”

Before we go, check out the big players on TradeMe or eBay. It’s almost impossible to have a 100% feedback and have more than a hundred comments. Even the best of the traders attract complainers, and what’s the best way to take them out of the equation? Pile up the Plugs! 99.9% positive is common, rendering the tiny minority who complain insignificant.

All of which means, before you worry about getting Slapped, worry instead about your opposition getting Plugs, and taking the lead in the fight for the consumer.