Here’s a great a simple to understand rule and practice to turn new customers into advocates quickly and effectively.

7 DAYS out from the initial customer interaction call them to make sure that they have received everything promised and ask how they felt about the customer service they received : use the ‘Great or Poor Score’ - this will then provide your customer with an opportunity to provide verbal feedback (making this easy for the customer - this is also a very important thing to do ... make it easy)

Then 7 WEEKS out from the customer interaction, call them again: this time, use a 3^rd party and use the ‘Great or Poor Score’ along with ‘The Ultimate Sales and Marketing Question’

And then 7 MONTHS out, call them again and do the same thing.

This will create a customer service excellence ethos within your business and create customer advocacy , by your actions, as you will be seen to really care about what your customers think and feel.

This will enable you to "fix" any problems that the customer may share with you and therefore eliminating the ambulance at the bottom of the cliff theory. Because you show you care, the customer is very likely to provide you with fantastic feedback on what you and your team are doing well and what you could do better: it will also stop them speaking badly about you (on social media) without your knowledge.

A customer can accept that you make a cock-up: but they can’t accept that you don’t care about them.

 You will know that there are some things that you will want to continue doing as the customers love it, and other things to change: then tell the customer(s) what you’ve changed and why (and what you haven’t).

 All of this will result in customer loyalty (advocacy).