The Verdict

What do people say about your business when you’re not in the room?

Word of mouth rarely sounds like a review. It sounds like a CFO asking a colleague, “Who are you using?” a friend at dinner asking, “Have you tried that place?” or a neighbor asking, “Do you know someone good?” That one sentence decides whether the next customer chooses you.

Examples of what you want customers saying. Illustrative, not client reviews.

• Sales calls“Who are you using?”

  “We met with three firms. Two pitched us. One asked questions nobody else asked and showed us a problem we hadn’t seen yet. That’s who we hired. I’ll forward their info.”

• Restaurants“Have you tried that place?”

  “We went last night. From the host to the server to the food, everything was great. I just hope they never change.”

• Service businesses“Do you know someone good?”

  “Use the people we use. They called back the same day, showed up when they said they would, and treated us like we mattered. I’ll text you their number.”

My work is making sure it’s the verdict you want.