10 Ways to Increase Your Referrals
Most people would probably tell you that in their position they are not in the
position to procure referrals for additional sales of your products and
services. WRONG!
On
the surface it may seem that way, but the reality is that every one of us has
opportunity. Oftentimes we just don’t recognize it!
Satisfied customers can be a wealth of referrals if asked. Referrals
need to be handled appropriately though so that all parties are respected.
No one likes to refer a friend if they fear they company will “hound them” or
if they feel like no one will follow-up anyway.
Here are some suggestions on how to improve your systems for handling
referrals and thereby increasing the potential for future referrals:
Create a systematic
process for referrals
Oftentimes referrals are random. Create the repeatable system – all
CSRs, sales representatives and outside technicians should be asking for
referrals in the right situations. People need the track to run on –
create the system.
Acknowledge all referrals
When you get a
referral, send a note letting them know you received the referral and that you
greatly appreciated it. Why would they send another referral if they don't
feel you value them?
Educate your clients on all of your services
Your customers may not
realize what you have to offer in the way of additional products and services.
If they know what you have to offer, they may be more likely to use your
services vs. your competitions, as well as refer a friend or family.
Your
web site should educate and sell
Some customers or
prospective customers may refer someone to your website for additional
information before they call you. If your website is not very clear, or
doesn’t give adequate information, they may become frustrated and choose not
to call you. Your website has the opportunity to both educate and sell!
Make sure it does!
Tell
your customers what you will do with a referral
When a customer gives
you a referral, they may be worried that the people they send to you will be
hounded by you and given the hard sell. Educate your customer on the actions
you will take so that they are comfortable giving you a referral. If
they have a negative perception of the outcome, it is your responsibility to
change their perception.
You
need to ask for referrals
The biggest mistake
that people make is that they presume others will give you a referral without
your having to ask. You just hope they will come, but you never actually
ask for them. Design a system and script that is comfortable for you.
Reward those who refer
What's in it for your
customers if they send you referrals? Usually nothing. Referrals are valuable;
they're gold. Create an appropriate award system. This will greatly
increase your flow of referrals. It doesn’t need to be anything
expensive . . . this is an area where “it’s the thought that counts” applies.
Stay
in touch
Your marketing
department needs to keep your company’s name in front of your customers in a
variety of ways. Use every available resource as an opportunity to
educate and sell.
Educate yourself and others
There are lots of
referral strategies that are effective. Make use of the Internet, your
local bookstore or library to educate yourself on other’s successes and
failures. In others’ experiences you will find wisdom . . . seek it out!
Share your newfound knowledge with others.
Commit yourself to generating referrals
It all starts with a
commitment to learn what referral strategies will work, determine the best
ones for you, create a plan, and then follow through with unwavering
persistence.
If you are willing to
follow these steps and make generating referrals a big part of increasing
sales for your company, everyone will reap the benefit!
Next weeks
newsletter
will have a Customer Service Report Card. How does your customer
service department rate?.
MEASURE-X
6227 North 15th Street, Phoenix, AZ 85014
888-644-5499
www.measure-x.com
The Customer Service Training Experts!
