Standard 5- Genuine Honesty in Communication

When a customer is giving their opinion of a business, they are speaking of their personal experience. To ensure that only positive messages are being discussed, it is most important to impress a lasting, positive image on your representatives, not telling them about what COULD be. Telling people what to tell others, leaves them with a script-like description, rather than an actual memory or experience to speak of. Allowing your representative to tell others about the unique things that they expereinced gives a sence of genuine loyalty. People tend to believe in things they hear, especially when it is coming from a trusted source, and it's a story they can remember or relate to.

While not everyone is going to leave your business 100% satisfied, if the experience is a generally good one, the referrals will come. Letting people speak about your business and their personal experiences is most important in Word of Mouth Marketing.