The Internet has made customer care more important than ever.
Angie's List is one of more successful consumer referral businesses that have popped up over the years. (Founder Angie Hicks takes issue with the "referral" label, saying her business is a rating service; she's technically correct, but it's largely a matter of semantics.) This type of business exists as an alternative to playing Yellow Pages roulette. It wouldn't exist if so many people didn't have terrible experiences patronizing trade firms. Homeowners everywhere would love to find drilling and other trade service firms that are honest and reliable. Many ask friends and neighbors for recommendations, but often friends and neighbors don't know anyone good. Even when they do, every job is different. A contractor that performed to someone's satisfaction on one job may run into problems at a neighbor's house. People who buy into Angie's List can see what various customers had to say and then make choices accordingly.