Now to generate referrals is the fifth part of our five step process in making your life easier. It’s where you make your customers become preachers for you. They preach the joys of what you do.
They tell all of their friends to come to you. They get you referrals but so many businesses rely or hope they get referrals and miss out on the most elementary step.
So what is this step?
The answer is simple — make yourself referable. It’s easy as that and yes! — people miss this all the time. It just makes me laugh and — it makes me mad. What is so difficult about being nice and running a nice business?
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As Dan Sullivan, a strategic coach, says in his refer-ability habits —
There are four steps; turn up on time, do what you say, finish what you start, and say please and thank you.
We all know businesses that miss most of those steps listed above. What is difficult about them? Now I’m not going to pick on any business in particular, although everyone’s favorite complaint is plumbers. Why do plumbers get a bad wrap?
Because often they deserve it. Now you of course may be a plumber listening to this. The chances are if you’re listening to this, you’ve got the brains to probably be good to your customers. It’s all the others that don’t.
Let me give you an example — you have something urgent that comes up with your plumbing at home. You take the morning off work and guess what? The plumber doesn’t show up, even though he told you he would be there.
When he does turn up at 2 in the afternoon, he walks up as casual as he can to get the job done. His reason? His last job over ran the time. Did he have the courtesy to pick up his cell phone and call to let you know he would be late?
It would have been just as simple as him picking up the phone and saying,
“Hi, I’m Bob the plumber. I’m sorry the job I’m on is taking me longer than I thought, so I’m going to be late. Is there something that you needed to do?
If so, you can go and run and do it. I’m probably going to be another hour and a half so this would be a good time to go and do it. I will give you a ring when I’m on my way.
I’m very sorry about that but I will get to your problem and I will get it fixed. You’ll have my full attention.”
Now when Bob, the plumber arrives with that customer; do you think she’s going to be annoyed? Or do you think she is going to be pleasantly surprised? On the other hand, she may not think anything of it. She may think that’s normal behavior. That’s what I would have done and she may not say anything.
But if Bob didn’t call — do you think that customer is going to be coming back to Bob? Is she going to tell her friends that she’s finally found a great plumber? OR is she going to tell everyone in the city how awful he was and how inconsiderate he is?
Remember — people put a lot more referral into complaining than they do to giving compliments. It’s just the way it is. When we pay for something, we expect to get what we pay for. So if we get what we pay for, quite often we don’t give compliments. When we don’t; our blood boils.
So, I’m going to be covering how to get referrals over the next few podcasts. Every one wants them. It’s is the easy way since you have already done all the work, and made a wonderful customer, now — get them to do your selling for you.
It’s not very difficult but make yourself referable. Do everything by the book. Do exactly what you say you’re going to do, finish it, and don’t forget to say please, say thank you, and do it on time.
Offer extras without charging, go above and beyond, make that customer think you’re wonderful. That customer will then tell people, and you won’t have to do any work. It sounds pretty easy huh?
Tuesday Toolbox Tip
Today, my Tuesday toolbox tip is for my favorite email service provider — Aweber. I have been using Aweber for many years.
In fact I’ve got more than one account listed through my Aweber account. I run all my emails from there. If you subscribe to any of our services and you get emails; it will be delivered by Aweber.
Their delivery of email gets past spam filters and more. It’s fantastic. It just works. They will look after your email subscribers. They’ll do it all.
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What do you need to do in order for your business to start getting referrals?
