We all know that doing a great job is absolutely critical to getting referrals from your customers. But if doing a great job is all you do, you’re probably leaving a lot of referrals on the table! Here’s the problem: your customers are often more than happy to give you referrals when they think of it… but they don’t think of it that often. So the secret to multiplying your referrals is to ask for them!
Here are seven simple tips that will make asking for referrals easy and effective and will help you maximize the number of referrals you get from your happy customers.
Timing is Everything
When you ask at the right time, your customers or clients are willing and motivated to spread the word. But when the timing is off, your requests will fall on deaf ears. So when is the best time to ask for referrals? Really, any time your customers express their satisfaction with what you’ve done (or are doing) for them. You don’t have to finish the job to ask. If you are in the middle of a job and your customer tells you how happy they are, that’s the perfect time to ask for a referral!
Plant the Seed
Make your job easier by telling your customers ahead of time that you would like referrals. Let them know that your business grows primarily through referrals. Tell them that your intention is to provide such great service that they would want to give you referrals. Then when the job is complete, say “When we started this job, I mentioned that I’d be asking for referrals. Since I know you’re very happy, I’d like to know what other folks I should be talking to.”
Script Your Request
It’s too late when you face a customer who’s happy with your work and you blurt out something lame like, “Well, make sure you send people my way.” They’ll say “sure” but nothing will happen. Instead, script something simple like, “I’m really glad you’ve been happy with our work. Who else do you know who would like to receive similar benefits (or services)?” Then get out your note pad. It helps if you make it very clear exactly who you are looking for as customers. Narrow it down for them by saying something like “The kinds of people who are great customers for me are ________________.” It will make it easier for them to think of someone and you will get referrals that are closer to your ideal customer.
Tell Them HOW!
This is very important. Don’t say, “If you know anyone who needs my services, have them give me a call.” They will never call. Instead say, “If you know someone who needs my services, please give me a call first so that we can discuss if I can help them and the best way to approach them.” Then get the name of the referral and you follow up. This puts the ball in your court instead of you waiting for the person to call.
Don’t Forget to Thank
People drop the ball on this one all the time. Let them know by call, card or email that you sincerely appreciate the referral. The more personalized the thank you is, the better. This will increase your chances of getting another referral from this customer in the future.
Keep Them Posted
Whether you got the customer or not, keep the referral source informed about your progress.
Do Great Work
And, finally, this goes without saying, but I’ll say it anyway: do great work. The person who referred you is putting their reputation on the line, and if you ever hope to get referrals from them again, do great work for the person they referred you to.
Follow these seven simple tips and you’ll get your referral engine roaring! And don’t forget, to teach your employees these seven steps too! Good luck!
