Do you have a marketing team?
I know you do – because everyone you hire is part of your marketing team. Every encounter with a customer has marketing potential. How does your staff interact with customers? Are they just “doing their job”? If you’re not training your people to be friendly and helpful in every situation, you are losing customers. How many of your customers are NOT referring you to their friends and family?
When a customer has a “better than expected” experience, the chance for repeat business and referrals increases dramatically. People don’t refer others to you when their transaction with you was mediocre. And all it takes is ONE employee to drag down your customer’s experience from delightful to so-so.
Make sure your “marketing team” is aware of this. Teach them. Don’t assume your employees know how to treat a customer. To them… it’s just a job. Make it MORE for them. Make your employees feel they’re part of a bigger picture.
When you’re out shopping for something, take note of every interaction you have with a company’s staff. Could they have done better? What is it they could have done to improve your experience? A lot of times it’s just a friendly smile.
Your “marketing team” could become… your very own Dream Team.
Have a great day!
Duane Christensen
Non-Fat Advertising blog
I’m a marketing guy, ad writer, and business grower. I’m on a mission to help local businesses get more from their advertising bucks. I also wrote a a no-nonsense book about how to take a bigger slice of market share with better advertising. It’s called “Take a Bigger Slice”.
