Guy Harley - Mar 9 2022

The Power of Going Above and Beyond: Generating Outstanding Word-of-Mouth for Your Trade Business

Word-of-mouth is a potent force that can shape the reputation and success of your trade business. While providing a satisfactory product or service is essential, truly remarkable experiences are what ignite conversations among friends and family and create powerful word-of-mouth recommendations. In this blog post, we will explore the significance of going above and beyond for your customers and how it can generate exceptional word-of-mouth, ultimately benefiting your trade business.

1) Understanding Word of Mouth:

Word of mouth is the organic spread of information and recommendations from person to person. It occurs when customers share their experiences, opinions, and satisfaction with others in their network. Word-of-mouth recommendations hold significant influence because they come from trusted sources, such as friends, family, and colleagues.

2) The Power of Surprise:

People are naturally drawn to stories that involve surprising or unexpected elements. When a product or service does exactly what it's supposed to do, it becomes less remarkable and less likely to generate buzz. However, when an experience exceeds expectations and surprises customers, they are more inclined to share their positive encounter with others.

3) Online Reviews and Word of Mouth:

Online reviews have become the digital version of word-of-mouth recommendations. Just as people are more likely to complain or leave negative reviews when expectations are not met, they are also more motivated to share exceptional experiences that surpass their expectations. Providing a remarkable customer experience gives customers a reason to take the time to share their positive feedback and endorsement.

4) The Rewards of Going Above and Beyond:

By going above and beyond for your customers, you create memorable experiences that leave a lasting impact. When customers receive exceptional service, value, or personalisation, they are more likely to become brand advocates and share their positive experiences with others. This leads to increased brand awareness, customer acquisition, and a positive reputation in your industry.

5) Five Ways to Go Above and Beyond:

1) Personalisation:
Tailor your services to meet the specific needs and preferences of each customer. Take the time to understand their unique requirements and offer personalised recommendations or solutions.

2) Anticipate Needs:
Go the extra mile by anticipating and fulfilling customer needs before they even express them. Proactively offer additional services or provide relevant information to enhance their experience.

3) Timely Communication:
Maintain open and timely communication throughout the customer journey. Respond promptly to inquiries, provide regular updates, and be proactive in addressing any concerns or issues that may arise.

4) Exceed Expectations:
Strive to deliver more than what customers expect. In the trade industry a great tip is to always strive to deliver early and before the expected deadline. Whether thats finding ways to streamline workflows without sacrificing your quality, or you know timeframe isn’t your customers biggest concern so you simply adding 2 weeks to your expected completion date in your quote.

5) Exceptional After-Sales Support:
Provide exceptional support even after the completion of a project or service. Follow up with customers, ensure their satisfaction, and offer assistance if any further needs arise.


The Power of Apology and Recovery:

Mistakes happen, and when they do, it's an opportunity to showcase your dedication to customer satisfaction. Going above and beyond with your apology and recovery efforts can turn a dissatisfied customer into a brand advocate. Show empathy, take responsibility, and offer a resolution that goes beyond their expectations. This level of service recovery can transform a negative experience into a remarkable one, prompting the customer to share their story of exceptional service.

Example: “This company didn’t deliver of our project on time, but when they eventually did, they left us a beautiful hamper to apologise and said that if our next one wasn't on time, it would be free”.

This is also how you stop a bad review before you get one, confront the issue your customer has before they get to their reviews and it can significantly change the outcome of your customers final experience with your business and brand.

Going above and beyond for your customers is an investment that pays dividends in the form of exceptional word-of-mouth recommendations. By surprising and delighting customers with remarkable experiences, you create brand advocates who willingly share their positive encounters with others. Embrace the power of exceeding expectations, personalise your services, and provide exceptional support to generate outstanding word-of-mouth for your trade business. Remember, it's the stories of exceptional service that spark conversations and set your business apart from the competition.

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