I am speaking of the Wizard of Oz and the song that praises him quite well. We can learn from this that the Wizard has/had good word of mouth, excellent marketing and advertising and even has an exclusive business claim in Emerald City. He is the go to guy. We're off to see the Wizard is not so much a boasting but a reality and expectation to get something done!
HOW ABOUT YOU?
Can the same be said about you? Are people off to see you, your product or service because of the wonderful things you do? Are you smart enough to know that every encounter, whether successful or not, lays the groundwork for your word of mouth i.e. good or bad. Just what is being said?
HELP & YELP
I find the website called yelp very helpful and useful when it comes to the subject of word of mouth. Same with movie and Amazon review sites too. You can easily see where friends, family, partners and clever plants make for a good report. However, the public at large also has access and a say so too
ONE REVIEW
I read about a natural food place opening and it sounded appealing. I told my wife next time we are in that area, lets go check it out. The day we were scheduled to go, I Google the place for reviews. Amazing this Internet access and what it does. Two major dynamics just leaped out at me...
TOO MANY NEGATIVES
First, all the negative reports in detail about what people experienced. They were down to earth, what people first saw & heard and you cannot make this stuff up. I was shocked that they had a Grand Opening and they were so unprepared for it. No soft opening? Test roll-out? That's what this said to me.
DAMAGE CONTROL
The second thing, was the response from the management in regards to it. On the serious issues like moldy produce, help that does not speak English and over-pricing, no response or accountability. On what positives took place, the response was "thanks for coming and please come again". Really???
COSTLY LESSON
They blew the famous first chance to make a good impression. All that money, time and effort blown because they didn't prepare for the worst but instead hoped for the best. Now, they are chasing the second chance, running in the red while they do and time plus the changes have to now kick in.
NOTE: We were off to see this place and then called it off in line with the off to see the wizard theme
KEEPING IT UP
Today more than ever, word of mouth is upon all instantly for the better or the worse. It can be petty to important and in services or products it is ongoing to make sure it is consistent. Customer servicing is never predictable or guaranteed. Why? It is so hard to maintain a certain high level output constantly
DO IT RIGHT
Why? It is dependent on human nature which doesn't run at peak all the time. Also, cause & effect kicks in and when responding, some are slow to take hold and redirect or maintain customer service slights or drops. The public judges what they see and hear especially if there are high stakes involved like time & money. Do this right or wrong will be visit with you
WE'RE OFF.....
Wizard of Oz marketing works. Everyone is off to see or do something so be ready when they do. Polish up your yellow brick road and make sure you are known for the wonderful things you do as promised. Let everyone say that if ever there was a wiz there was your the one because because becaaause (hold)
Of the wonderful thing that does
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