Your business depends on good word of mouth. Without it, you are probably missing out on your best sales and are more vulnerable when something bad does happen.
What many business owners fail to realize is that there are many ways to create good word of mouth and ensure that it spreads easily.
Ultimately, it comes down to your message and your effort. By understanding what makes a good message and providing service above what a customer expects, you will create good word of mouth. Here are seven easy things you can do to get started.
One:
Turn customers that complain into fans. Some studies suggest that unhappy customers that are made happy create more buzz for you than customers that have been happy all the time.
Two:
Give people things to talk about. Craft stories that anyone can repeat. If they illustrate a way you benefited someone in a big way, all the better.
Three:
Make people look smart. Give people information they can repeat that will make them look smart.
Four:
Make people feel special. Do you remember customers’ names when they come into your shop? Do you remember their kids’ names? Find ways to make people feel special, and people will talk about it.
Five:
Thank people. Amazingly, business managers often get a sale and then spend all of their time looking for the next one. Take time to thank people publicly if you can and follow up with them for feedback and testimonials.
Six:
Make good talkers honorary ambassadors. If you find out that customers are talking you up, have a plan to make them feel a part of your ‘group,’ and enhance what they are already doing. For example, you could offer them a special discount card or samples of new tire and wheel accessories. You can invite them to an appreciation party you hold each year. Options are endless, and the more you make them feel like appreciated members of your ‘team,’ the more good buzz you will get.
Seven:
Don’t let them forget. Do not let people forget about you. Get permission to create communication channels so that you stay fresh in their minds. This can be done with e-mail, mail or occasional calls, depending on your time.
When you combine good products and services with these customer-appreciation techniques, you can start seeing the positive effects of word of mouth in a short period of time. If customers were willing to pay you 10 times your rate, you would treat them special, wouldn’t you? Each person that walks through your door has the potential to get 10 more customers to walk through your door.
Treat customers like they are bigger than a sale.
– By Ron McDaniel, author, Buzzoodle Buzz Marketing
