Who Cares About You Anyway?

17 May 2012 Categories: Blog, Building a Brand

Love letters to a businessMy oncologist has decided to move back to Hawaii; he says he needs a place where something new is happening and he can participate in research.  He gave me the name of a physician that he said was very good and I would like. The first thing I did was Google the physician. Much to my dismay, he had two comment with two stars out of five! I was horrified. He had gone to very reputable schools but his patients said he was always late and didn’t seem to listen.  I reported my findings back to my doctor who was also somewhat horrified. His comment, “Now I know why you want me to get testimonials from customers who like me!”

I have been working with a notable bank in my area. They said they didn’ think they needed customer service training because across the country they were rated 97% in customer satisfaction. I suggested we do a search and sure enough there were 14 complaints and no “attaboys.” They were horrified also. They were quick to explain the complaints were world wide and there were none in Albany. I asked how long did they think the customer would spend examining the complaints. Case closed.

Hey, have you Googled yourself and your business? Give it a shot. I Googled my house and was horrified (my favorite word) to find that the picture of my house was before it was painted! I had just saved enough money to have it repainted and it still looked awful. How do I call Google and get them a new photo?

By now you must realize that everyone cares about you. Some like you and some don’t like you. I remember when my sister first went into business. She was well liked and doing great business but didn’t have any testimonials so I decided to send her some. Yep, I made them up. Sis would call me glowing when she got a letter; she was so proud. So I continued to send her more letters. The letters lifted her spirits, helped her stay motivated and loving her business. It wasn’t until years later that I told her I had written the letters. After she died, I found the letters in some old papers.

You need letters and testimonials from your customers for two reasons. You want other people to see them and feel comfortable about coming to your business and they make you feel good! I don’t care what your business is. Whether you have a part-time cleaning business or you’re a physician — you need testimonials.

Check out this link to the article about customer’s shopping locally. In a nutshell, 70% of customers go online locally to check out businesses before they shop.

Should you write your own comments? It’s probably not a good idea–ask your friends.

Lisbeth helps businesses build loyal relationships with their customers through sales and customer service training.

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2 Responses to “Who Cares About You Anyway?”

  1. Dan Alcorn 17 May 2012 at 7:11 pm (PERMALINK)

    Another great post, Lis!
    The written testimonials are a great example of Cialdini’s “Rule of Consensus.” If others think this, so must I.
    Many business owners use their Facebook page to talk to me, to push more sales messages and pitch. (See how fast I click the “unlike” button.) I think a biz owner should ask a delighted customer if they would like to have their photo taken so it could be uploaded to the Facebbok page with a customer testimonial describing the product / service wow.

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  2. Lisbeth Calandrino 10 October 2012 at 7:50 pm (PERMALINK)

    You know how it goes–it just goes.

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