Put it all to Work!
In the last post we covered how to put together a Word of Mouth campaign. Today we’re going to give you some great ways to use word of mouth when building and executing your campaign.
We’ve put together a list, so you can go through and highlight the ones you want to put into action. These are offered by George Silverman, you can find these tips in his amazing book The Secrets of Word of Mouth Marketing.
Here they are:
- Give them something worth talking about
- Cater to your original customers shamelessly
- Give them incentives to engage in word of mouth
- Ask them to tell their friends and family
- Remember, the customer is always right
- Always be honest
- Surprise your customers by giving them a little more than they expected
- Give them a reason to buy, make them come back and refuse service from anyone else other than you
- Make eye contact, and smile, even through the telephone
- Find ways to make doing business with you a little better: a warmer greeting, a cleaner floor, nicer lighting, a better shopping bag, faster service, free delivery, lower prices, more selection.
- The customer is your reason for being. Never take her for granted.
- Always dust off items, but never let the customer see you doing it.
- Never embarrass a customer, especially by making him feel ignorant.
- Never answer a question coming from a desire to show how smart you are. Answer with a desire to help the customer make the best decision.
- Never shout across the store about the personal items a customer is buying.
- When you don’t know, say so. Do whatever you can to find out the answer.
- Every customer is special. Try to remember their names.
- Don’t allow known shoplifters into the store.
- Never allow two sales staff to stand there talking when a customer is waiting.
- The worst thing you can do is count your cash while a customer is waiting.
- If you can suggest something better, they will be grateful. Always respect their choice.
- Never pressure anyone into buying anything.
- Never knowingly give bad advice. Just help people come to the right decision.
- Personally visit the store of the competition or assign people to visit and report back to you.
- Hire a shopping service to prepare periodic reports on how your people are treating your customers.
- If you hear of a store where the management is insulting the customers, buy it, then put up the sign “Under New Management” outside. Then sell it later based on the increased sales.
- Always look for ways to make a stranger a customer.
- People will walk several blocks to save a dollar, see a smile, or be treated right.
- Always run a sale promotion or an offbeat event. Make them come back to see what you are cooking up next.
- Use the best sign-maker you can find.
- Treat your employees and salespeople who sell to you the same way you treat your customers.
- Have a zero error system in place. There may be terrible consequences for example, if a mistake is made filling a prescription. Have people check each other’s work for safety.
- Occasionally make intentional mistakes to see if people are checking.
- Always measure your performance.
- Always ask a customer to “come back soon”
- If customers say they are moving away, offer to send them their favorite items by mail.
- Tell jokes.
I know this is a lot of information to digest, so we’re going to end this post here and leave you with the task of going through and taking a look at the tips and tricks you like best. Also, it’s a good idea to focus on the tips that fit your company, products, services and target customers for the most effectiveness.
If you need any help with this process, try our GUIDED TOUR and get all the help you need from our experience business coaches.