We should all want more clients to come in from a referral, why? Well it’s a sign that you are delivering a great service for your clients. Arguably it’s the ultimate compliment that they can pay you.
So here are my top tips for increasing your referral rates from clients.
Does it to make you feel a little uncomfortable just flat out asking? You might feel it makes you sound desperate or too salesy? It’s not. I’m not advocating that you should just pick up the phone to your biggest client and demand they refer you. Find your ideal client and ask them how their referral business is going. Introduce the idea to them that you too are a referral based business too and that you love getting a referral because it tells you that you are doing a great job for the client. Make it about them and not about getting the referral. You’re introducing the idea that the referral is a reward for doing an exceptional job. You can only ask them to refer you if you are indeed providing them with exceptional service. This leads nicely to Tip 2
83% of satisfied customers are willing to refer others, yet only 29% actually do.
Provide exceptional service
Unfortunately we are in a world where we feel aggrieved and get vocal at the smallest thing not being right. But it takes exceptional service to get people speaking positively about service. We expect good service at a minimum so if you want referrals you need to provide exceptional service. Example – when was the last time you went to a restaurant that you heard was just ok? Exceptional service is going above and beyond the 9-5 of business. So it could be working late into the night to get a clients website back up and running, or personally delivering printed goods after a courier was delayed. Going the extra mile will lead to referrals. That and you’ll feel good about a job well done.
The Lifetime Value of a referred customer is 25% higher than that of other customers – Wharton School of Business
Send them a love letter
We all love getting something in the post (bills being the obvious exception). So send your clients a personalised thank you note if they do refer someone to you, tell them you love getting referrals. As we said, it’s the ultimate compliment that they can pay you so thank them. It doesn’t need to be a gift, just a note to express your gratitude.
77% of consumers are more likely to buy a new product when learning about it from friends or family.
If you have a client that does referrer your services, showcase them as your best work online. In effect you are referring them to your social media users. This will likely get a share from your client to their users expanding your reach. In return, if you have provided that exceptional service ask your client if they will mention it on their social media, a soft way of getting them to refer you.
71% of consumers are more likely to make a purchase based on social media referrals. – Annex Cloud
Actively refer others
If your opinion is valued enough to be asked for advice then answer them and help them. Get into the mindset of referring others so you can understand what someone looks for when referring. You’re almost creating a buyer persona of someone who refers so you can appeal to their nature and understand how and why people will refer a service like yours.
Remember – The Lifetime Value of a referred customer is 25% higher than that of other customers – Wharton School of Business
Do you have any great tips for increasing your referrals? Connect with me on LinkedIn and let me know what’s worked well for you.