WOM’s 5 T’s: Topics (2/5)

Part 2: Topics

Once we’ve discovered who is willing to talk about our business (and better yet, who already IS talking about our business) the next thing we need is to give them things to talk about. In this section Andy shares that people talk about the unusual and the unexpected. We can craft killer mission statements and press releases and mantras and tag lines… but people rarely if ever talk about them or pass them along. At Center City Collision our tag-line/mantra is: “Expert collision repair by people who care.” Now, I’m trying to imagine a scenario where someone might actually work that into a dinner conversation with friends. I wonder how often that will happen? (clue: NEVER!) What people will talk about over dinner is “Did you know those guys at Center City Collision delivered my car to me? Yeah, they realized how hard it was going to be for me to get there with my husband being out of town and having to load the 3 kids up in car seats and transferring everything…. so they offered to just bring me the car!!” Exceptional, unexpected, out of the ordinary customer service gets people’s attention and gets them talking. Our tag-line is about how much we care. Our caring actions day in and day out is what will get people talking though.

What is buzz-worthy about your shop?

What makes it different and better than the shop down the road?

What about your business would get people talking about it over dinner with friends?

* Zappos is known for its exceptional customer service. Check out this short article. This is why people talk about Zappos all the time.

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