Giving a referral may cause a conflict for some customers, but let’s look at how you can maximize the possibilities of getting them.
- Make sure the customer is aware that you understand and know your products. They need to know the scope of your expertise. If they only buy one product, how will they know what else your company has to offer?
- Deliver the most amazing customer service and go out of your way whenever possible. If you deliver the minimum, or what is expected, it’s unlikely you will have built a very strong connection with your customer. In order to be trusted, you must make sure all of your business systems work and if a problem occurs, you’re on top of it. Once the customer voices a complaint, you’ve lost the trust you are trying to build.
- You have to show the customer that referrals matter to you and why they’re important; are you trying to grow your business? This will make a difference to your customer.
- Be clear on the value that your company can offer. Know your company policies; deliver them in the best way you know how. If you need something extra for your customers, and you feel it’s deserved, see that it gets done.
- I consider this to be the one that will solidify your relationship with your customers. Can you help them do business? Do you know what services they provide and can you use their services, or do you have friends who will benefit from them? Let’s say your customer is an eye doctor, can you use their services? What about your customer’s commitment to the community, can you or your company support their cause?
You will feel more confident asking if you’ve shown the customer that you can be trusted and will go out of your way in every sense of the word. You will also know you ‘deserve’ a referral.
Lisbeth Calandrino has been helping businesses build sales and marketing strategies for over 20 years. For a consultation on how she can help you improve you bottom line, reach her at Lcalandrino@nycap.rr.com.