RealitySells

Products and Services Word of Mouth

There are two types of word of mouth. No, not good and bad. Not the old, if you’re happy with our service tell a friend, if not tell us. People either talk about the product they buy, or the service they received when making the purchase.

Ever run into someone who just bought a new car?

The conversation turns to color, style, power, features and the details of the car. Where did you get it will only show up in conversation toward the end. Unless a car dealer did something remarkable for the customer to talk about, the conversation is about the car. The only advertising the dealer got in this deal is the annoying sticker on the trunk. Most service is average, making the buying experience forgettable; the only real joy is in owning the product.

What would the conversation look like if the dealer had given a truly great experience?

Again the proud new auto owner gets asked about the car.

“I love it. And check out what the dealer showed me it could do. The dealer was great, they were not pressured at all, they asked lots of questions, and made sure I didn’t have any unanswered questions.” They delivered the car and helped me set up the automatic garage door opener, sent it home with floor mats, a full tank of gas, and a free oil change and tire rotation in a couple of months. I have always hated the buying experience, but these guys were great.”

The dealer has now driven home a solid advertising message to the family and friends of the new car owner. Simply because the person had something different to talk about because of a good experience.

What can you do to be more original, give more value, and treat customers in a way they will remember? Are there a few things you could do to make you more original, and more memorable?

If you don’t give them something to talk about, they will talk about the product. A product could be purchased elsewhere. The word of mouth you want is about the service. For that, you have to give them something to talk about.