When was the last time you told a friend about a good movie? You may not have realized it at the time, but you were providing the best possible advertising for the movie studio; “Word-Of-Mouth” advertising. No other type of advertising is more powerful than word of mouth. Your friend may have dismissed all the typical Hollywood hype, but. if you say it’s a good movie, she will probably go see it.
Of course, word-of-mouth is a great booster for a good movie, but the opposite is also true. If it’s a bad movie, the negative word will spread even faster than the positive, and people will stay away in droves. This is doubly true for a service business.
People WILL Talk About You
For every three people willing to spread the positive word, there are thirty-three who will spread the negative, if you give them cause. The best way to build on the business that your advertising dollars bring in, is to offer exactly the service you advertise, and to do it with expertise and with warmth. No amount of advertising can replace the “goodwill” you build by providing excellent services at a reasonable price.
If you want clients to spread the word about your disc jockey service, then all of their experiences with your business must be positive. Your performance, customer service and follow-up must all be first rate.
In the business world, positive word of mouth generates referrals and referrals lead to sales. So, word of mouth is an important marketing tool that can contribute to your success. Not only do you love to be the recipient of positive word of mouth, but so does everyone else. So, when you come across people doing their job well, be sure to “sing their praises” both to them and others who may want to hire them at some point.
Fix “Problems” Quickly
No matter how great you, your employees, and your DJ business are, you cannot please everybody. So don’t be surprised by the occasional complaint. Be ready to fix whatever the problem is immediately and pleasantly. Even if fixing a problem costs you money, in the end it is an investment in your future, because a disgruntled customer can cost you plenty of business with poor “word-of-mouth.” Did you ever go back to a place that refused to fix your problem? Probably not. A customer whose problem has been fully handled becomes a satisfied and happy customer. That customer will walk away smiling and become an ambassador for your company.
Some ways to avoid problem situations and please most of your customers most of the time include:
- Be True to Your Word: You must be trustworthy and do what you promise to do for your clients. Do not make false claims or promises. Your clients will remain loyal, if you are true to them.
- Build Relationships With Your Clients: Get to know your clients as people. Talk to them as you would to a friend. But keep it sincere. Do not put on the big “Slap on the back, nice to see you” act. People are smart enough to distinguish real enthusiasm for your work from phony sales pitches.
- Appreciate Your Clients: Have contests, give away freebies, do whatever you can to make sure your clients know that you appreciate them. A simple “Thank You” can do wonders and a special gift or unexpected discount can do even more.
- Provide Help For Your Prospective Clients: If your clients need advice or answers, make sure you do your best to see that they get that help. You need your clients more than they need you.
- Treat People With Respect: Treat them the way you would want to be treated. A special word of caution here – Whatever your ethnic or cultural background is, you will be dealing with people from diverse and different backgrounds from you own. Be careful about inappropriate humor or potentially offensive political, religious, sexual or ethnic references. Many a customer has been lost by the wrong joke at the wrong time, even when well meant. The best way to avoid this type of conflict is to be as professional in your speech as in your appearance.
Providing exceptional performances coupled with “beyond the call of duty” client service, can have a positive effect on your business. However, not providing what your clients deserve can bring down the curtain faster than you can blink. Successful word-of-mouth means satisfied clients telling your story to others. If they are treated fairly and courteously, they will.
The least expensive form of advertising is word-of-mouth because it costs you absolutely nothing. Keep in touch with your former clients. If they just got married, chances are many of their friends are getting married, too. Also, beef up your referrals by networking with other vendors: caterers, photographers, etc. After every event, collect business cards and then send them a “it was nice working with you” note, with a stack of your own business cards. This professional “word-of-mouth” can also be a real business booster.
What do people say about you and your DJ Service?