When a business goes “above and beyond” to meet your needs, you’re likely to tell the world about your positive experience – and you’ll do so in such a passionate and persuasive way that others will want to deal with that business, too.
For example, my oldest son has severe, life-threatening food allergies and must avoid even minute particles of allergens. When the amazing cafeteria staff at UC San Diego offered to accommodate his special needs, literally cooking his food separately to ensure that it is safe, you can bet that I told everyone I knew – as well as the thousands of people who participate in a popular food allergy discussion board. Their generosity enabled my son to have a “normal” college experience. I, for one, will be singing their praises for years.
When your customers talk, what are they saying about your business?
|GET PEOPLE TALKING
People rarely talk about average experiences, but they almost always talk about exceptional experiences – both good and bad. For example, a friend of mine recently returned from a vacation to find water pouring out of his house. A pipe had burst, and his home was flooded. My friend’s insurance company responded so quickly and so well that he ended up excited about what could have been a nightmarish experience! Of course, if it had been a nightmarish experience, you can bet that his 250 Facebook friends would have heard about that, too.
Offer a Reward
Stay top-of-mind by giving away useful items emblazoned with your company’s name and contact information. Look for something your customers will use regularly. For example, a pet store could give away pet food covers or lint removers.
Be Professional In All You Do
Treat everyone with a great deal of courtesy and respect. After all, customers are not the only ones that might talk about your business. Vendors, suppliers, employees, networking contacts, friends, family members, bloggers, etc., are all potential “spokespeople” for your business as well. Be especially mindful of how you handle complaints; in today’s digital age, the news about one person’s bad experience can quickly spread to thousands of people.
CUSTOMER SPOTLIGHT: TAMPICO SPICE COMPANY
Click here to see the website that I wrote for them.