1. Provide Great Service – Go Above and Beyond
According to the Word of Mouth Marketing Association (WOMMA), a happy customer will tell between 4-6 people about their experience, while a dissatisfied customer will tell between 9-15 people about their experience.
Going above and beyond the call to action will leave your customer with something to talk about and help increase the chances of getting more word of mouth business.
2. Be Reputable
Usually, the last step someone takes before booking a service is checking the reputation on popular review sites like Yelp. If you have less than a 4 star rating, there’s a high chance the consumer will see a higher rated mover on the site and go with them instead.
Many movers who have a less than 4 star rating do actually provide “5 star” services. This is because the happy customers they serve don’t voluntarily post a review because a good experience is something they were expecting to receive.
On the other hand, unhappy customers sometimes will go out of their way, make sure everyone knows about their terrible experience.
Soon, the small handful of unsatisfied customers will slowly populate your review profiles and completely tarnish your reputation. It’s very important to learn how to get your SATISFIED customers to review your services, to allow you to showcase your actual reputation.
3. Fix Problems – Don’t Hide
Problems happen. Running away may sound the easiest, but it will hurt your reputation and possibility for future business.
Issues and problems are actually great opportunities to increase your reputation.
Many people are understandable if the problems are fixed, leading to an overall positive experience. If the problems are not fixed, the customer is left with an overall negative experience. If done right, you can actually turn your unsatisfied customers into some of your best advocates.
4. Provide a Sincere Thank You
Seal the customer experience with a sincere “Thank You For Your Business”.
Customers like to feel valued and appreciated, after all they just spent a lot of money on your service. A simple sincere phone call or thank you email helps leave them with a final great impression of your moving company.
5. Stay Connected
Good customer service only goes so far when it comes to establishing deep roots in your community. It’s important to stay connected with your customers so they remember who you are and the experience they had.
Each customer that you stay connected with increases the chances of getting more word of mouth business.
Consider adopting a resourceful and entertaining monthly email newsletter, which allows you to always stay connected with your constantly growing customer base.