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Did you follow up? Word of mouth needs a reminder.

We recently moved to Austin. Our moving company was fantastic. Truly, unbelievably great.

After the move, we never heard from them again.

With a simple reminder, we would have posted glowing reviews on Angie’s List and Yelp. (They knew we were Angie’s List members — that’s where we found them.)

But time passes, enthusiasm fades, and it probably won’t happen.

Word of mouth isn’t luck. It’s a planned effort to encourage happy customers to recommend you.

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  1. Davina K. Brewer October 6, 2010 at 10:58 am #

    Ah, the simple things, the little details that are neither simple nor little. It’s asking for the sale, the referral, the repeat business somewhere down the road and basic service after the sale. Things could have gone badly, but since they didn’t follow up they won’t know unless you complained.

    The other fail here is that, as they participate and monitor their activity with online communities, they didn’t make it easy for you to share the love with a quick follow up email politely pointing you where to post if so inclined. They just crossed their fingers, hoped to get lucky.. poor planning, lack of effort for sure. FWIW.

  2. rishi October 6, 2010 at 11:36 am #

    right on man! We need to start following up with people after 90 days and tell them what they think. If they like us we should ask them to tweet about us.

  3. Debbie Petras October 6, 2010 at 12:52 pm #

    Wow; it’s been awhile since I lasted visited your blog Andy. But I’m glad I stopped by. You always share such common sense suggestions. Why oh why don’t these companies realize the impact of a follow-up? It makes all the difference to us consumers. Why not send a note and ask how you found their service and if you have any suggestions. I know I love it when I’m asked my opinion. :)

    How wonderful that you moved to Austin. A great place to live and do business. And you’re right in place for the southwest conference. You won’t have to leave home to attend.

  4. Charles Neville October 6, 2010 at 3:59 pm #

    Worth bearing in mind that if a business is going to ask people to write a review on Yelp, they’re going to need to be subtle about it:

  5. Tom October 7, 2010 at 2:20 am #

    Immediately after completion of a business transaction I send the client a small gift, thank them for using my services and ask them to:
    * Tell their friends
    * Complete my 1 (yes 1) question survey online
    * Give them links to places to write reviews

    To make it easier to get feedback, a friend of mine writes out testimonials for his customers and asks them if they are happy with it, gets their approval and then includes them in marketing material! :-)

  6. Chris Melton October 20, 2010 at 4:21 pm #

    You are sooooo right! Word of Mouth requires following up. We’ve got a ton of testimonials and reviews for our shoulder prehab / rehab tool, but most of the time it takes us asking, “what do you think?”

    Great reminder!

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