By Debbie Gregory.
Word of mouth is still one of the most powerful advertising methods. People highly value and trust the opinions of those they know and love. If you can get them to speak positively of your business, odds are good their friends and family will be knocking at your door as well.
Even word of mouth from strangers can have a huge impact on a person’s buying habits. Online reviews are very important with approximately 9 of 10 people reading and being influenced by online reviews. Most people use online reviews to determine whether a business is trustworthy and deserving of their business. This is consistent with all types of businesses including doctors, attorneys, restaurants, tradespeople, brick and mortar retail stores, E-Commerce stores and more.
What can you do to get people to talk positively about your business? Below are some ways to help you foster more positive word of mouth endorsements and grow your business.
Ask for Testimonials and Display Them Prominently:
Customer testimonials are powerful endorsements. Make sure that your business is in the habit of asking for testimonials and make sure that you display prominently where others can find and read them. Share the testimonial on your website, on your social media channels and you can even print and post them in your place of business.
Make It Easy for Your Customers to Contact You:
Poor communication will frustrate people and drive customers away from you. You need to be reachable across multiple platforms and in multiple ways. Make sure that your website is easy to read and navigate. Being responsive can make a huge difference. Make sure contact numbers, emails, or a contact form are all easy to access and use. It is important that your phone connects, that someone answers courteously, and that your voicemail has space to receive new messages if no one can pick up the call. Answer all voicemails, emails, and messages received through social media in a timely and professional manner.
Provide Excellent Customer Service:
Excellent customer service is the most important thing you can focus on to gain positive word of mouth as well as set yourself apart from your competition. If someone is unhappy with your customer service, they are even MORE likely to tell their friends and family than if they have a positive experience with your business. They will also take their own as well as the business of those near and dear to them elsewhere. It is critical that you demonstrate to your customers how important they are to you. Treat them as you would want to be treated, with kindness, courtesy, respect, and show that you are interested in their needs.
Stay tuned for the second part of this series which will discuss engaging people on social media, monitoring your online reputation, maintaining a positive image both in person and online, and how giving your time or and/or donations that can greatly improve your business reputation.
