Do you ask them to refer you to their friends? Or do you just hope
they will? When someone new comes in, do you ask how they heard about
you, or do you assume they will tell you if they were referred? I ask
everyone how they found us, and to spread the word. I give them
multiple business cards to help them do so too. And for the most part
they do. When someone tells me about the compliments they have
received from something I made for them, the first thing I ask is
"Did you tell them about us?"
Word-of-mouth advertising is about the only advertising that can
work consistently, everywhere, and for almost any business. It does
take a long time though, and contrary to popular belief, it’s not
free. It takes time, money, and a total dedication to customer
service. You can never assume that because you don’t hear back from
someone about a job you were worried about that they must be happy.
If you ask them they’ll tell you, but they won’t volunteer that they
have a problem unless it’s a big one. They will tell their friends
though. A lot more of them than they’ll tell about a good experience,
and tons more than for an OK experience. But they won’t tell you,
unless you ask.