Generate Word Of Mouth In Six Steps

Remember - the difference between ordinary and extraordinaryis just that little bit "extra." So what is that little bitextra?

I recently decided that I needed a new pair of trainingshoes. I was suffering from sore calves after exercising andput it down to the state of my shoes. (And before you sayanything, there's no way I'm putting it down to old age).

A visit to a local sports shoe store resulted in me walkingup and down the length of the store in my bare feet with mysuit trousers rolled up to the knee. Two sales assistantswere sitting on the floor watching my progress.

After much discussion between us they recommended two pairsof shoes that I should try. New shoes were purchased; nomore sore calves and I told you it wasn't old age.

These sales assistants provided that little bit "extra."They made me feel important, they were warm and friendly,they responded to what I had to say and they listened to mycomplaints about my aching muscles. I've now recommendedthat sports shoe shop to several people.

Research tells us that customers want two basic things froma supplier: -

Firstly, they want quality core service. - In other words,they expect your product or service to work, to do what yousay it'll do. (However, do this alone and you'll onlyprovide "ordinary" service).

Secondly, they want friendly caring service. - They want tobe acknowledged, to feel that someone is interested in themas an individual and that they're cared about. (This is whatprovides that little bit "extra").

Here are Six Steps to add that little bit extra and generateword of mouth:

1. First impressions are vital - It therefore makes goodsense to consider what you look like and sound like. In aface to face situation it's important to make eye contactand smile. On the telephone, it's not what you say as aninitial greeting that matters, but more important how yousay it.

2. Warm and friendly - This is what most people want and itmakes your life easier too.

3. Use names appropriately - A person name is one of thewarmest sounds they hear. It says that you have recognisedthem as an individual.

4. Respond - If a customer says something, the intention wasfor you to hear it. And if you hear it, it's a good idea toacknowledge it.

5. Actively listen - When you think about it, most peoplearen't very good listeners. We'd all rather be talking. Youhave to work hard at listening particularly if you want tolet the other person know that you care. Many people listenbut don't show that they're listening. You've got to do allthe nodding head stuff and look like you're interested. Andremember over the phone; occasionally make some indicationthat you're still there.

6. Close positively - At the end of an interaction it's agood idea to make a positive statement on a business leveland a personal level. Say something like - "If you have anyfurther problems then please phone me on this number and I'msure you'll enjoy your holiday next week".

Make no mistake about it, providing friendly caring servicecreates that little bit extra and generates word of mouthfor your business

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