We love our dear,
old wise moms. However, your mom’s advice may not always translate into good marketing advice. Take these for example:
- If you don’t have anything nice to say, don’t say it at all. You should not only encourage your customers with complaints to say something, but you should seek them out.
- How many times do I have to tell you…? If you find yourself needing to repeatedly yell your advertising message (think car dealerships) and most everyone still ignores you, it may be time to come up with something that is worth other people’s time to talk about.
- Because I said so, that’s why. Every request from your customer may not be reasonable (or safe), but your customers do deserve an explanation as to why you can not deliver on what they have asked. (“In order to be fair to the other hotel guests, we can not allow you to take your 16 cats into your room, Ms. Sweeny.”)
- I’m doing this for your own good. It’s not what you think is good for your customers, but rather what they think is good for themselves.
- Look at me when I am talking to you. You have to earn the attention of your customers through a remarkable customer experience.
- Do as I say, not as I do. It’s not the customer appearance (what you say you’ll do) that counts, but rather the customer experience (what you actually do).
- No matter how old you get, you will always be my baby. You should never look back in the “photo album” of your business only to discover how much your customers alone have changed. It should be both your company and your customers changing together.
To be fair to moms everywhere, watch for tomorrow’s post. Happy Wednesday everyone!