Word Of Mouth (WOM) marketing is a marketing technique that many business people know about but are unsure how to utilise.
Simply put, WOM marketing involves one of your existing clients giving your business a referral. It’s valuable to your business because it’s cheap (or free in most cases!) and because your customers have already established a trusting relationship, they are confident to “sell” your product to their friends. This means the potential consumer can focus on the product/service information without the normal apprehension they would feel when talking to one of your sales people.
DO YOU HAVE A REFERRAL SYSTEM?
This is “poetry in motion” for a business owner! Not only are they coming to you first, they are already confident in your business and therefore are more likely to buy.
Here are some great ways to get referrals:
- Ensure you give outstanding customer and quality service. People expect good service, make yours outstanding!
- Make sure you acknowledge every referral you get. Send your client a thank-you card or movie tickets. Give them a discount. This will encourage more referrals and the customer will feel great!
- Create a referral system and promote it to your clients. Make sure your staff are briefed and know how it works.
- Take time to employ the right staff for your business. Treat them fairly and train them properly. A staff member who leaves in dodgy circumstances can generate a lot of negative feedback.
- Handle customer complaints promptly and empathetically. Sometimes you might have to waiver a policy or go out of your way. BE WARNED: Always use common sense and remember your financial situation. The customer is always right; unless they are wrong. In which case they may not be worth the trouble.
Above all, when it comes to creating a referral system, be different and don’t be afraid to get creative.
Article from Business Plus+
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Article by Christie Lewis
Christie is Practice Manager at Alan Lewis Accountants . Besides accounting, her passion is for all things small business (and blogging, of course). You can contact Christie directly at christie@lewistaxation.com.au.
Christie has written 799 awesome articles for us at Alan Lewis Accountants – BLOG
Twitter: @christielewis
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