If you are like the team at Electrum Marketing, you take pride in your work and you do your very best to ensure that your customers are satisfied customers. Actually, at Electrum, SATISFIED is the low end of the scale opposite MANIACALLY CONTENT – but that’s a blog for another day.
Will you always succeed at achieving customer satisfaction? It’s doubtful. But when you do, are you taking advantage of your customer’s euphoria and making it work for you? Carpe testimonium – or seize their testimonial (loosely translated) immediately!
1. They are a differentiator for your business. If a prospect compares your print ad or website against your competitor’s and all things are practically equal (I mean, have you seen those print ads for tires or mattresses?), a testimonial could tilt the scales in your favor. Let’s face it, if someone believed strongly enough to take the time to vouch for your service or product, it must be stellar correct?
2. It’s good for your client’s business as well. Offer to promote their testimonial along with their business affiliation on your promotional materials. If possible, illustrate how your exceptional service enabled them to improve their service delivery. Now, you’re both winners! OMG – this just keeps getting better right?
3. You may learn something. You may think you know why your customer uses your services or exactly what appeals to them, but often a few open ended questions such as “Why do you continue to use our services?” and “What do you like best about our services?” may be an eye-opening moment for you. You may think they appreciate the extra cheese you put on their sandwich only to learn it’s your quick service and convenient location. UGH! Think of all that cheese you wasted! Promoting the benefits that happy customers enjoy can attract more happy customers and drive revenue.
4. Ask them to refer business to you. Strike while the iron’s hot. If they’re happy, they probably know someone else that you could also please. If they say no, then move on. Know that they’re lying, but move on. If they say yes, then hand them a stack of your business cards or fliers and send them on their way.
Okay, so now you’ve identified a few clients who are as pleased as punch. Now what? Allow Electrum Marketing to assist you with securing customer feedback, writing or editing testimonials and securing written approval to use customer testimonials in your promotional materials. Don’t delay. Carpe testimonium!