I will find you & I will … ask you to review
We humans, in general, love to gossip.
“Hey Joe, Have you been to that new Indian Restaurant?”
“Yes, I heard there was fly in their soup!”
(.. Indian Restaurant: But we don’t serve soup)
Unfortunately, in real life, the Indian Restaurant will never be able to tell Joe that they’ve never served soup. Though this was a hypothetical scenario, this article lists a few of the many instances where negative rumours almost compromised brand values.
Whether you are a multinational company or a local business, your customers will definitely talk about you — and news travels fast which turns into gossip even faster. A few good words can influence a hundred customers to try your product and a single bad one can make a few hundred refrain from it. Building the best product is not easy — on it’s own you have a thousand things to take care of & now your customers tools with which their power to make you successful increases ten folds.
Once a customer has interacted with you- they usually have two options
- Talk about you
- Talk to you
The key to success here is that if they liked your product or service, you want them to talk about you whereas if they disliked any of it — they should be talking to you. Bill Gates once said that your most unhappy customers are your greatest source of learning, which is very true, but also the fact that your unhappy customers have the power to criticise and destroy you if you end up not listening to them.
But I’m sure all of us would love to listen to our customers but the problem we face is that instead to talking to us, they talk about us. There is a very straightforward 3-point solution which most of us know but forget to implement:
Let’s say you have a small walk-in store where people come to buy flowers and gifts.
When someone walks in and purchases a $1 rose, you definitely give them a receipt. At the end of the day, you calculate all your sales by the receipts you’ve given out. After your customers have left the premise — they are just receipts to you — which is suicide. Your customers are humans, not receipts. A simple “Can I have your name & mobile number?” will not make your spouse think you are cheating on them. If you do that — your customer is now human again.
Your customers are everywhere — around the market, around the city or maybe around the globe. You need to be omnipresent to help them in case they face issues with the product. If your customer could find your shop on social media and just ask you — it will save them a lot of effort.
Once someone has transacted with you — or maybe not transacted with you and they are about to leave your store or perhaps they have a cart left to be bought on your website. You should ask for feedback. Do you feel our products are too expensive? Do you not like the smell of the roses? Do you want me to counsel you to go ask her out?
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