Our ability to exceed expectations directly impacts the ability of our businesses to reach new levels of success. Learning how to generate positive reviews for your business is more important than ever. Recently we had a client ask if they could abstain from online reviews altogether by refusing to set up company pages on review and social media platforms. We informed our client that people will review their business whether they participate in the conversation or not, so business owners and marketers might as well get the conversation started on the right foot by being excellent on a daily basis, and then following up to address any concerns in a public forum to show that they actually care. That’s half the battle right there.
A few weeks ago on a trip to the bay area with my wife, we went out to Scott’s Seafood in Oakland to celebrate her birthday and our recent marriage. Once the staff found out our reasons for celebrating, we were brought a complimentary dessert and they gave Erica a rose. That in and of itself would have been nice, and most restaurants do something similar. But then they went on to comp the desserts that we ordered for ourselves, took our picture, printed it and signed their congratulatory wishes on the frame, and then gave us a bottle of wine on our way out. THAT is how you provide exceptional service!
Sure the food was great, but we probably wouldn’t have taken time to write a review, let alone this blog, unless they went above and beyond our expectations for a nice dinner. The other way to generate publicity: be surprisingly bad at whatever you do. People don’t want to talk about expectations that are met, only those that aren’t accommodated or those that are overwhelmingly exceeded, like our incredible experience at Scott’s Seafood.
Look for low cost ways to stand out and overwhelm expectations. Scott’s probably spend fifteen dollars to thoroughly impress a couple dining with a ticket well over one hundred dollars. Sure, they could have given us a fifteen percent discount, but it wouldn’t have had the same effect.
The Fidelitas team doesn’t just ask our clients to serve coffee in waiting rooms, but to go above and beyond and install a Keurig machine with different flavors. Don’t just comp parking; offer complimentary valet service. If the client needs something done by Friday, get it to them Thursday morning at no extra cost.
Find ways to be exceptional on a daily basis, and you’ll attract those exceptional reviews you’re after.