Was it Oscar Wilde who said ‘There is only one thing in life worse than being talked about, and that is not being talked about.’?
Sadly more people (especially us Brits) are likely to share their bad experiences than their good ones. And in the current climate few people will want to spend their hard earned cash on poor customer service.
On the other hand, there’s nothing like a referral or testimonial to endorse your hotel or restaurant. Pick up any research on advertising effectiveness and you’ll see word-of-mouth at the top of the list. In fact a recent Google study showed that 33% of people booking accommodation online made up their mind after reading a testimonial. And one of the best things about word-of-mouth is it is essentially free.
So how do you get people talking about you and how do you get referrals? Well, obviously they’re not going to be saying good things about you unless you’ve met their expectations and gone beyond this.
So ensure you do something exceptional. Think of the things that are of high value to your customers but low cost to you so you can give added value. Give people a reason to talk about you.
What can you do today to add value and give exceptional service to encourage your customers to talk about you?Share This: