Friday, September 23, 2011
Word Of Mouth Advertising
The very best form of advertising is word of mouth. You just cannot beat it when someone recommends your product or service to someone. This gives your shop an endorsement of someone who has dealt with you. This is the kind of advertising that we all want. How do you get it?
It does not matter if you are in front of your customer at a show or emailing half a world a way, there are some important things to always remember. The customer may not always be right, but they should always be treated with respect. You cannot make every customer happy but it should be your goal to always try.
Always be up front with them. If you set a time for delivery of a custom product, either deliver on the day stated or contact them BEFORE the deadline to let them know if there is a problem and find out how they would like you to proceed. People are much more forgiving if you let them know that there will be a delay before a deadline. That way, if the item was a gift or time sensitive they have time to figure out if they will have time to get it to the recipient or if they need their money back. Even if you end up issuing a refund, chances are you have not burned any bridges and the customer will remember your honesty and order from you again one day.
The point is, you must go above and beyond at every step of the way to help your customer to remember just how good you and your product are. The better you treat them, the more likely they will be to spread the word. I leave you today with a few tips that may not always help but surely couldn't hurt.
1. Put more than one business card in every order you send out, especially during the holiday season.
2. Take the time to write a thank you note in every order. If your handwriting is hard to read, at least print off a note. Either way, sign it by hand.
3. Offer a discount code to customers that spend money with you. If they buy a $2 product or if they buy a $500 product. 10% off isn't going to break the bank for you and it could mean a repeat customer.
4. Answer questions as soon as you get them.
5. Ask your customer if they would like to be added to your mailing list for snail mail or email or both. Believe me, getting a Holiday card in the mail will be something your customer will remember forever.
6. Follow up. After you are sure the package has arrived, send an email asking how they liked the product and maybe remind them to enter some feedback for you.
7. Be polite. If you are a grumpy person before coffee, answer emails after coffee.
Please feel free to help add to this list with some comments.