As I wrote in a post from yesterday, word of mouth must be a very active strategy for a small business. It rarely just happens. Clearly one way to motivate your customers to tell others about you is to treat them so well that they just have to tell others about you.
Guy Kawasaki has a great post from a couple weeks back on customer service. It all starts with the culture of your business, and the culture starts with you. Your employees will follow your lead on how customers should be treated. The customer relationship must be built on integrity, open and honest communication, and offering service that exceeds all of their expectations. Don’t forget that you help set those expectations on the front end, so don’t over-promise or “over-sell” what you can give them.
If you can follow Guy’s tips with your customers, you will give them something they want to talk about.
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