Word of Mouth: Controlling What You Want People to Say About You

Word of mouth is very important.

Let us take, for example, a customer at a coffee shop. While he browses the menu, the waitress is hastily waiting for his order, showing signs of impatience such as not smiling and tapping on her note pad. After the customer places his order, the waitress walks away without saying anything to the customer.

In contrast, there could be another version of the story: While the customer is still browsing the menu, the waitress enthusiastically offers recommendations to the customer, waits patiently while he is making up his mind, and says kind words like, “Thank you, sir,” before walking off.

Which scenario do you think will generate positive word of mouth? Which will eventually receive a negative spread of feedback all over town?

Excellent customer service can influence positive word of mouth. In the scenes above, the second scenario imparts a positive impression on the customer because of her excellent customer service. This customer will share that positive experience with his friends, thus encouraging them to also try the coffee shop.

However, poor customer service will also cause customers to spread feedback about your business..but it will be negative. After rude service from a waitress, the customer will tell his friends about the bad experience and discourage them from visiting the place.

Word of mouth is very important. And, it is important to maintain a positive reputation of your business to ensure an established client base and increase your revenue.

What you need to do is control the impression that people will talk about when they go back to their friends. You need to create a positive experience for them, so they can also share a positive word about you.

 How do you do this?

  • Provide quality products
  • Enhance customer service quality
  • Create a positive experience for your customers
  • Be confident in what you offer to your customer

Remember, a happy person will tell his or her great experience to one person. But, an unhappy person can’t wait to spread it to ten of his friends.

Angela Megasko

President and CEO
Market Viewpoint, LLC
995 Fairview Road, Suite 202
Glenmoore, PA 19343
610.942.7030 ph


About Market Viewpoint

Market Viewpoint offers comprehensive mystery shopping services, complete customer service audits, employee and customer surveys, customer focused marketing strategies, and customer service training to help you improve your customer service and outshine your competition.
This entry was posted in Business Tip, Market Viewpoint, Mystery Shopping, Secret Shopping and tagged , , , , , , , , . Bookmark the permalink.

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