There’s a twee kind of saying that goes something like this ‘If you’re happy with our service tell everyone, if you’re not happy with our service tell us’.
Despite the inherent glibness of this statement, this is how every business wishes their customers behaved. Unfortunately, in the real world this often works the other way round and people who leave your premises without complaint are telling anyone who will listen how rubbish your company is.
To paraphrase PT Barnham ‘You can’t please all of the people, all of the time’ so even when you perform well, not everybody will be happy. So, what we need to do is make sure that the happy clients are the chatty clients.
In a world of ROI five minutes spent chatting with a satisfied customer on the subject of referrals can be priceless. Word of mouth advertising is the pinnacle of marketing achievement – free, sincere and persuasive. You can’t buy it but you can use it and you ignore its power at your peril.
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