I’m sitting in an Bob Evans I would usually never go to, almost an hour away from my home. Why? Word of mouth.
Is it the good food? Is it the prices? Is it the portions? Nope. I’m at this restaurant killing time while my 2004 Dodge Stratus is getting repairs at the Shell service station across the street.
I Listen To My Friends (Word of Mouth), And So Do You
Why travel so far to get my Stratus fixed? For the same reason we make most of our purchases – Word of Mouth. Today more than 80 percent of people consult a friend, family member or service online before buying. Car repairs are one of those areas that have long depended on referrals. That’s how I ended up at this service station.
Months ago I worked in Howell Michigan and after a friend recommended the mechanic several times, I finally gave in. How much weight did my friend’s referral carry? I only go to Shell gas stations if it’s an emergency. The gas prices are always higher and car repairs are notoriously expensive. It would also take up an extra hour drive time, each way, and my time is precious. However, my friend’s word of mouth had power.
If it hadn’t been for word-of-mouth I’d have never found my new favorite mechanic Jay
There’s Somebody I’d Like You To Meet
It’s the mechanic Jay, and not the Shell station my friend was recommending. When I met Jay he offered full disclosure on the cost, did the work cheaper than I’d been quoted other places and got the job done exactly when he said it would be done. When’s the last time that happened to you at a service station?
So despite the distance, when it came time for more repairs, I traveled to see Jay again. Word of mouth got me there the first time, excellent service brought me back.
Here’s Where The Turn In The Road Comes…
When I picked up my car, the first thing I wanted to do was share the love. I intended to get online and write the glowing review I thought the mechanic deserved for a job well done. However, I encountered a roadblock. You see, the station had zero social presence. There was no listing in Yelp! , the service station didn’t participate in FourSquare, and I couldn’t like and share their Facebook page because they didn’t have one. Socially it was as if they didn’t exist.
Result = no review.
Sad, huh? Sadder still because there’s no telling the positive effect those reviews might have had or the role they could have played in generating business.
Listen Closely To These Words: Social Media Matters
Whether you’re a Fortune 500 company or a small service station – your customers are talking about you. You NEED to be listening, and you need to make sure when they talk others can listen too. Would you like to hear more?
Contact us to learn how Citizen Influencer can make sure that your excellent customer service gets recognized, and is easy for people to share with family and friends using the latest social media technology for instant word of mouth across a wide variety of digital media.
Credit for copy editing and assistance goes to our partners at Crowe Media Group
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