Word of mouth is one of the most powerful forms of marketing available to small businesses. Being recommended to use a company or product by our friends, family or colleagues carries more weight than viewing an advert or looking it up online.
On the face of it, this may also appear to be a free form of marketing. However, getting your small business to a point where your customers feel comfortable and confident in recommending you to their contacts requires your time and effort to get your business right. This may include ensuring that your product or service is superior to those of your competitors, or different in some way, or it could include having second-to-none customer care which makes everyone who passes through your door feel valued.
Your aim should always be to give your customers a reason to come back to you, and not only that but also to send their friends and family to visit you too. Look around your business and put yourself in your customers’ shoes – what would make you come back?
Likewise, bad word of mouth can be disastrous for your business, especially if your customers tell their friends and family not to use your business. Traditionally, someone who has had a bad experience tells more people than when they have had a good experience, so it is up to you as the business owner to make sure that your customers always want to come back and that they will continue to spread good news about your business.