Now more than ever, you have to stand out from the crowd, but in this economy it’s tough to dedicate dollars to reinventing your brand – especially for small businesses. If you had ad dollars to begin with, then they are gone now. And you have to be especially saavy about your overally budget. But as you know the best advertising is word of mouth. So how do build WOM? Here are 3 things to get you started.
Provide a little something extra. Nowadays people are looking for cheap and affordable and the fact is, lots or companies are providing it. But not too many are providing affordable with excellent service. While many may sacrifice personalized attention because they are looking for the best deal, they won’t refuse it. Moreover, they will remember you for it and tell other people about it! So, for example, if you are a consultant – don’t nick pick the and provide an extra hour or so of advice and cousel. Showing that you care about the business can go a long way for retaining that business.
Be confident. People want to believe in you because they want to make sure they are making the right decision. Never let them down. Keep them abreast of your progress. Remind them why they chose you (and many others) did in the first place. Involve them in the process so they are an intricate part of the decision making. And above all – LISTEN. If you take time to listen, then you’ll rarely take a wrong turn. For example, if you are a handyman with a customer looking for a quick fix, provide affordable solutions that provide other benefits like lower energy costs. I also invite you to even show them how to do some projects themselves. Again, don’t sweat the small stuff. When it comes to the next big job, they’ll remember you and they’ll tell their friends.
Deliver stellar results. Live up to your promises and if you can’t, be honest and upfront about it. Most people will understand. And if they don’t, at least you have your integrity. But your goal is ALWAYS to give 110%. Take time to scope your projects properly so that whatever price you negotiate works for you. And don’t be afraid when people want to seek other bids. Invite them to do so, and focus on your delivery – before and after the project is done. And even if in the end, you feel like your losing – never make the customer feel that way. Always walk away with your head high and the customer more than satisfied. Your goal is repeat business and referrals. So make sure you burn no bridges.
By exuding confidence, delivering on your promises and providing a little something extra, you can set yourself apart from your competition and generate the coveted word of mouth. No matter what your customers financial burdens are, they still need your services. That’s why they contacted you in the first place! Just make sure you're on their short list every time.