Traditional business values go a long way
October 14, 2009
The British Pantry
My mom runs a small British shoppe and tea room in Port Hope Ontario. Her store is called The British Pantry, a tiny little place that has a whole lot’a heart. It’s charming and inviting and the small staff of 4 are always eager to greet, help and chat. The little store offers British, Irish and Scottish food products, delicacies and gifts and the tea room offers traditional teas, scones and deserts. There are regulars that come in everyday and the girls that work there sit and have a coffee and a chat with them . One particular gentlemen, George, comes in everyday for a tea and buys my niece a little package of chocolate stars. Even though there are many regulars, it is truly surprising how well this little shop does. People come from all over Ontario for the experience. And apart from a one off local TV spot or newspaper ad, the store has never advertised. They don’t have a website, buy ad space in newspapers, participate on social networks, nothing ( frustrating when you’re in advertising!) This little store survives solely on traditional neighboring values. Be nice and courteous and treat your customers right. If you do, they’ll be back – with friends. Such as this blogger who writes that upon a visit to the store received a free cookie and ‘As a note to all business that sell candy and things of the sort, if you give me a free cookie or treat I’ll probably say nice things about your business.’ My mother always told me if you have a good experience somewhere you’ll tell a friend, but if you have a bad experience you’ll tell ten.
This little store uses good values to create organic word of mouth which I think is pretty spectacular in today’s society. And although times will probably change for the little gem, and I know social marketing will probably be in the forecast, it’s almost refreshing to step into that kind of environment. Good old fashioned help-your-neighbor values.
Word of mouth is a reference to the passing of information from person to person. Originally the term referred specifically to oral communication[1] (literally words from the mouth), but now includes any type of human communication, such as face to face, telephone, email, and text messaging. – Wikipedia
It’s exciting that word of mouth is transforming as communication tactics transform but I think sometimes I need a quick refresher on the meat of word of mouth. Person to person communication. The British Pantry relies 100% on word of mouth and on great experiences and products leading to someone telling someone else about the great experience they had and both parties becoming repeat customers.
I think it’s important to remember that no matter how much advertising or social networking and marketing you’re doing, providing an unforgettable experience, having solid values, great products and great customer service will generate powerful word of mouth marketing.
Do you think businesses ‘get’ this?
