Your customers are telling stories about you behind your back.

Those stories are marketing:

  • Positive stories = positive marketing
  • Negative stories = negative marketing

You can choose to see this story-telling as a threat or an opportunity:

  • Threat = people will say bad things about my small business
  • Opportunity = we can influence customers to spread positive messages

For example, you can provide great service, and influence customers to tell their friends and family how easy you are to deal with.

You can solve problems, and influence customers to spread the word that you go out of your way to make people happy.

What you can’t do is make this story-telling stop. It’s going to happen, whether you like it or not.