Consumers famously trade tales of terrible customer service or foul food, picking over the gory details of failure, often letting good experiences slide unnoticed. So the question is, how do you get them talking in the right way?
Independent businesses are better placed to do this than their competitors. Everyone knows large corporates have set guidelines on how staff should interact with customers. The structured nature of these interactions means even genuine exchanges can come across as scripted.
Independents tend to have roots in the community proving the perfect base for common ground. Encourage employees to take an interest in your customers and build rapport. Sometimes a smile and a few words are all that's required to brighten up a someone's day. Not only will it go a long way in securing their future custom, they might share their experience with family and friends.
Host community events
Hosting or supporting events is the perfect way to establish yourself as an active member of the community. How could your business lend itself to community events? Do you have spare space you could offer out to book clubs? Is there any excess stock you can donate to raffles? Or baked goods you can enter into local contests? Getting your name, products, logo and branding out amongst potential customers improves the chances of those people engaging with your business.
Do it better
Actions really do speak louder than words, and quality shouts the loudest! If you are doing something better than the competition, or you’re doing something different, people will fall over themselves to share their experiences.
If you're drawing up a new menu or researching new products to stock, really think about how your customers are likely to receive them. For people to share their experience there has to be something remarkable about what you're offering. Striving for remarkable might be difficult but it will certainly set you apart from the competition. Setting the quality benchmark is a sure way to welcome success.
Sales, promotions and product launches all spark interest in potential customers. Consumers like to feel they’ve got a great deal and often take pride in sharing such information. Money off promotions aren’t just a talking point, they are also powerful incentives that encourage customers to buy. Adding time limits also adds to the sense of urgency that get people talking.
Although it's hard to remember what running a business was like before precariously navigating online reviews and social media treachery, word of mouth has long been the making and breaking of businesses the world over. Integrating yourself into the community, going above and beyond for your customers and taking pride in what you do will ensure your customers think, and talk about you fondly.
Our specialist EPOS consultants can help streamline your business to help you focus on improving your customer experience. Get in touch today to learn more.