WHAT DO YOUR CUSTOMERS THINK OF YOU?

11 July 2018

What Do Your Customers Think Of You?

Word of mouth is so powerful that big businesses pour millions into advertising campaigns to make consumers think everyone has a great experience when they purchase their products. Even though small businesses don’t have that kind of money to spend savvy small business owners have learned to generate great word of mouth reputations on tiny budgets.

Now more than ever the customer experience is key; according to a study by Accenture an astonishing 52% of customers will no longer buy services or products from companies who have treated them badly. 

Perhaps the hardest part of customer relations on the part of business owners and their employees is the simple failure to understand that if you don’t deliver what you promise you will get complaints. Once that premise is accepted then you can get on with the task of working out what you do when something does go wrong to keep your business’ reputation in tact.

Buyers want to be sure they are making the right choice when they make a purchase. Hearing other people say good things about a product or service helps build a buyer’s confidence that their purchase won’t be a mistake.

 

20 free and low-cost tactics you can adopt to drive word of mouth for your small business:

  1. Provide superlative services and products, aim to go above and beyond
  2. Treat your customers as you would expect to be treated yourself
  3. Always be friendly and polite but not overly-familiar, maintain a  professional relationship
  4. Answer questions with facts and do it simply with no jargon
  5. Thank your customers for their business, send a thank you letter/email/card
  6. Return customer calls as quickly as you did before the sale
  7. Handle problems quickly and with courtesy
  8. Find out how your customer prefers you to contact them and use that method
  9. Keep your customer updated, let them know of any delays promptly
  10. Provide your customer with solutions to potential problems
  11. Take time to really understand your customer’s needs and wants
  12. Be on time, even better aim to arrive a little earlier than scheduled
  13. If you are going to be late or absent for any reason, let your client know
  14. Refer business to non-competing but complementary businesses
  15. Get (and stay) involved in your community if you aren’t already
  16. Use testimonials whenever and wherever you can
  17. Give your client a card so they always have your contact details to pass on
  18. Make good all mistakes or damage
  19. Make it easy for your customers and prospects to contact you
  20. Do what you say you’re going to do; always make good on your promises!

WHAT DO YOUR CUSTOMERS THINK OF YOU?

11 July 2018

What Do Your Customers Think Of You?

Word of mouth is so powerful that big businesses pour millions into advertising campaigns to make consumers think everyone has a great experience when they purchase their products. Even though small businesses don’t have that kind of money to spend savvy small business owners have learned to generate great word of mouth reputations on tiny budgets.

Now more than ever the customer experience is key; according to a study by Accenture an astonishing 52% of customers will no longer buy services or products from companies who have treated them badly. 

Perhaps the hardest part of customer relations on the part of business owners and their employees is the simple failure to understand that if you don’t deliver what you promise you will get complaints. Once that premise is accepted then you can get on with the task of working out what you do when something does go wrong to keep your business’ reputation in tact.

Buyers want to be sure they are making the right choice when they make a purchase. Hearing other people say good things about a product or service helps build a buyer’s confidence that their purchase won’t be a mistake.

 

20 free and low-cost tactics you can adopt to drive word of mouth for your small business:

  1. Provide superlative services and products, aim to go above and beyond
  2. Treat your customers as you would expect to be treated yourself
  3. Always be friendly and polite but not overly-familiar, maintain a  professional relationship
  4. Answer questions with facts and do it simply with no jargon
  5. Thank your customers for their business, send a thank you letter/email/card
  6. Return customer calls as quickly as you did before the sale
  7. Handle problems quickly and with courtesy
  8. Find out how your customer prefers you to contact them and use that method
  9. Keep your customer updated, let them know of any delays promptly
  10. Provide your customer with solutions to potential problems
  11. Take time to really understand your customer’s needs and wants
  12. Be on time, even better aim to arrive a little earlier than scheduled
  13. If you are going to be late or absent for any reason, let your client know
  14. Refer business to non-competing but complementary businesses
  15. Get (and stay) involved in your community if you aren’t already
  16. Use testimonials whenever and wherever you can
  17. Give your client a card so they always have your contact details to pass on
  18. Make good all mistakes or damage
  19. Make it easy for your customers and prospects to contact you
  20. Do what you say you’re going to do; always make good on your promises!