Word-of-Mouth is Always Working - For You or Against You?

HEADLINE NEWS - ANYWHERE, USA

Gas prices reach record highs! Real estate prices sink to record lows! Banks and credit markets in crisis - again! Dollar drops - again! Trade deficit disadvantage. Debt ceiling exceeded. Economy signals potential for double-dip recession!

OK, does any of that sound familiar to you? The headline news in your town or city or country likely contains one, if not all of those subjects in the very recent past. WHY? To sell newspapers? YES. To scare consumers? YES. To create reality? YES. It is a strange reality today that "bad news" sells in the newspaper, TV, magazine, and social media. On the contrary, bad word-of-mouth, which is essentially the same thing as a negative headline, is the kiss of death for you, and your business. What do we mean by bad word-of-mouth? Good question!

Consider the last time you dined out at a restaurant that did not meet your expectations. What did you do about it? If you're like most people, you are still talking about it! You've told everyone within shouting distance, and on your social media pages, that this restaurant and the experience were not acceptable. The _____ (insert your own)______ was terrible. You can insert service, food, cost, atmosphere, server, wait time or etc. into the blank, as there were likely all part of the conversation.

Conversely, let's take a look at the last time you dined out at a restaurant that exceeded your expectations. What did you do about it? Nothing, other than to tell one person, maybe two about the service, food, cost, atmosphere, server, wait time or etc.

WOW. Bad experience? Tell everyone everything! Good or great experience? Tell one someone about one thing - maybe. How can this be? Good question!

Because word-of-mouth is always working, it is vital to make sure it is working for you and your business, and not against you. How? ASK! Ask others what their experience was in working with you, buying from you, learning from you, flying with you, or just being served by you. Ask if they are getting what they expected, more-than they expected, or less-than they expected - they being your customers both internal and external. You'll get great answers, and if you listen, and take action, you'll grow your opportunities to serve, and likely your business and your profits, too!

The great litmus test of whether word-of-mouth is working for you (or against you) is to reflect upon the number of times people refer you, prefer you, and/or go out of their way for you. Another test is to measure how many times in a day, week, or month you hear the following when the phone rings: "hi, my name is _____, and I was referred to you by ________ and they said you are the best. When can we meet?"

If you are not hearing this 8 or more times per/month, then take greater control of your word-of-mouth marketing (a/k/a networking) efforts by working harder to ensure that word-of-mouth is working for you! HOW? Good question!

Please contact us if you'd like to know more about how our clients are using word-of-mouth, to grow their relationships, grow their referrals, and grow their revenues, too.