Not too long ago an unhappy customer might tell all their friends not to use a certain company. If it was really bad, the friends might tell some others. The reach of these personal un-referrals was not very big. In reality companies could do what was in their best interest, even their short term best interest, without too much to worry about.
It is different now. Online reputation management is an important part of any business today. Just look at United Airlines and how they managed this incident.
Companies run the risk of having every potential customer reading about dissatisfied customers. What is the cost of having this information widely available? If Lloyds looses one customer because of this information, they are upside down on the deal and it will only get worse.
It won't take very much effort for these blog posts to come up anytime someone Googles "Lloyds Security" or "Lloyds Security Minneapolis". What will a customer think that reads this info? Hard to know, but it is safe to say that they will probably do another search for "home security minneapolis" to find another company.
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