Everyone knows word-of-mouth is the best advertising for a small business. Word gets around regardless, and you want that word to be good! However, bad news travels fast, and good news doesn’t always travel at all.
You want your pleased customers to tell everyone they know, but a lot of happy customers are happy to just be happy. They aren’t concerned with sharing on Facebook, Twitter, or Instagram. On the flip side, most unhappy customers are all too excited to tell the world what went wrong.
How do you make sure your satisfied customers let others know how awesome your company is?
Make it Easy
The first thing is to make it easy. Have an easy-to-find Facebook page where they can leave a rating and a review. Post your hashtag, Facebook, Twitter, and any other social account in a spot they can’t miss. Add it to receipts or hand them a card when they check out. Be easy to find and easy to rate.
If they have to seek you out or if you don’t even have the accounts, they likely will give up.
There is nothing wrong with incentivizing reviews. Offering discounts and promotions for liking, sharing, and leaving a review are an easy way to get those happy customers spreading the word. Consider a discount or even a free item for posting their positive experience, and be sure they tag you if the platform they use offer the option.
Stay on top of your online reputation. Respond to both positive and negative reviews. Check review sites such TripAdvisor and Yelp as well as social media. Having a routine for checking what is being said about your company is a great way to keep from missing anything. There are also tools that will alert you when your firm is being discussed online.
The idea is to make sure the good word gets out, and to make it right publicly if someone is unhappy. Don’t ignore what is being said or assume everyone will share if they have happy experience. Work to make it happen. The first step, of course, is to ensure you are doing your best to offer a positive experience. Quality products and awesome customer service are top priority.
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