When I look at my logs, I am always astounded by the items visitors come to read.

The one posting that I am most proud of is this one, where I do not sing the praises of Gutter Helmet.

b2evolution only maintains local hit logs for 30 days. In that time, there is a serious pattern appearing.

URL					NUM
----					------
Home Page				116
Why I Will Not Recommend Gutter Helmet	105
This is your host on South Park		30

I have been watching this for a while, so on Monday, I wrote a letter to some of the executives at Gibraltar Industries [here], the holding company that now owns Gutter Helmet.

Dear Gibraltar Industries:

I saw that your company has just purchased Gutter Helmet. Congratulations.

I thought you and your team would like to know that my blog post detailing my experience with a Gutter Helmet installation is near the top of Google Search for the phrase “gutter helmet”.

http://www.google.com/search?q=%22gutter+helmet%22 –> it’s the link from the IceRocket blogsearch engine

I get between 5 and 10 visits a day where people are reading what my experience with the Gutter Helmet installation team was like.

Gutter Helmet is a great product. The team that installed it failed miserably in making us happy.

Good luck, and remember: the conversation you don’t hear will be the one that hurts you the most.

stephen

On Monday, there was a huge flurry of hits from Gutter Helmet IPs and others, including what looked like Gibraltar’s very high-priced law firm.

And you know what?

They didn’t bother to respond.

So, I will continue to de-evangalize Gutter Helmet, as they are stuck in a negative customer experience death-spiral. If they can’t get over the big company, “One complaining customer is nothing” attitude, they will continue experience the force of a customer scorned. And when new prospects research the Gutter Helmet product, they will continue to encounter my negative experience high on the search engines’ lists.

Gibraltar Industries: I am now defining the conversation around the Gutter Helmet product, and you have no control over that. If you don’t believe this has an impact, follow the thread and conversation around Jeff Jarvis’ experience with Dell [here].

IceRocket: Gutter Helmet, gutters, contractors, customer service