Marketing creates bad reviews. (And how to fix it.) Marketing Monday #7
It's Monday... and another busy week ahead. Has your business been busy? Today I wanted to talk about Bad Reviews, where they come from, and how they can be tied directly to your marketing. First, bad reviews come from a gap in the customers mind. (Minus those nutty customers that just leave you scratching your head.) The gap in their mind is between: The future they imagined they would get from your product or service vs The one they actually received. Better than imagined? = Good review Worse than imagined? = Bad review Our marketing/ sales process is what's responsible for shaping that imaginary future. The way we shape that image directly affects how they will feel about the outcome. This is why "Under promise and over deliver" is a big deal. But, there's more... Sometimes no matter what we do or don't do, we were never going to make some customers happy. Because we are simply not for them. How great would it be if those pesky customers knew before ever buying that our thing wasn't a fit? We can. Enter marketing. When we market to everyone, we get everyone. But we don't want everyone. Instead... We want our marketing to explicitly say who we ARE for so hopefully those customers that would have left a bad review for us... go to the competitor. 😁 So as we create our marketing don't just think in terms of "How do I GET customers?" Instead thinking: "How would our perfect customer know we are for them?" And make sure to say it a lot. This is why knowing what customer's care about it is so important. And why the GET workbook helps you get your head around this, build an offer that will actually sell, and how to create messaging that actually sells it. So generic messaging like: "Plumbing Problem? We can Help!" Turns to: "Home of the $89 cleaning service." The first is an uninformed cry for any attention The second is a clear offer. 🎁BONUS: Price as a filter Another filter for the wrong fit is: price. For instance, maybe a decking company looks at their market, only wants to do decks bigger than 15x15ft and doesn't want to go more than 15 miles. In this case putting upcharges on the jobs that don't qualify means 2 things: