Referrals: Asking for Them, Getting Them, and Keeping Them, Part II
| Category: Customer Service | Date: 2002-08-29 |
In part I, we talked about building your reputation for good service, gaining experience and confidence in what you do, getting out as a professional and letting people get to know you, and how to do the courtship before you pop the question. The last point was "Whats in it for me?" Thats what the person who refers to you will be asking. So lets consider what they might be looking for.
6. What could they get? Heres something I got when I referred a client to another coach for a service I dont provide: the client I referred was treated so wonderfully, I received rave email for days from the client. It strengthened my credibility and relationship with the client, who then referred others to me. Will I refer to this person again? You bet!
7. Heres something else I could possibly get. You know how the new hairdresser asks you who on earth cut your hair that way? Dont badmouth the person who refers. If they arent good, you shouldnt be referring with them. If they are good, say so.
8. To get referrals, give referrals. Thats how I got started. I have a free drawing on my website and theres only one winner a month. I refer the ones who dont win to coaches who need pro bono clients to work with. In that way I build relationships with others who are in a position to refer to me somewhere down the line. I refer for other reasons and sometimes for no reason at all except to refer. I know how hard it is to get started.
9. Premiums, reciprocal arrangements, referral fees. These are ethical in some fields and not in others. If you can use them, do so. Give referral fees, bonuses and premiums. If you cant do that, discount your service to the referrer or give them extra time. Keep their fees the same when you raise your rates, and let them know. Most of all, give thanks!
Support potential referrers in their endeavors--donate a door prize for the seminar theyre giving, give a joint event where they can see you in action, offer to invite some of your clients to their Open House, mention (to a vendor) that if your practice builds, youll be buying more X, Y, Z. Let them get to know you and your work product, and then suggest referrals. More than likely the topic will come up. If it doesnt, bring it up.
The biggest problem is few of us understand what another person outside our field does, so your major task is to find ways to bring up the range of things you can do for someone. To do this properly, you need time with the other person. Therefore build a relationship so youll be around them enough to do this. A year is nothing!
10. When someone refers someone to you, it isnt over, its just begun. When someone refers a client to me, within the bounds of confidentiality, I keep the referring person informed. I write or call them to say the contact has been made and that I appreciate the referral. I inform them of stages in the process, with the clients permission, i.e., "Ive scheduled Carmen to take the StrengthsFinders(tm) profile" or "Carmen and I will meet on ____." I let people who refer others to me know how much I appreciate it. I always call them and ask them if their client/friend/spouse/business partner was pleased with my services. I ask them for more referrals. Done right its a slow process of integrity and good services. It builds slowly, but once it reaches the tipping point, its exponential.
Asking for referrals is simple, but it isnt easy. Building a professional reputation, laying the ground work in relationships, and priming the pump make it happen. How can you learn this art?
1. Subscribe to ezine, check resources on the Internet, and read;
2. Ask people who are good at it for advice;
3. Observe people who are good at it and use them
as models;
4. Have confidence in yourself and watch your self-talk;
5. Be optimistic. It shows. If you arent optimistic, its an emotional intelligence competency you can learn. I offer EQ distance learning and so do others.
6. Work with a coach; and
7. Practice makes perfect!
Susan Dunn, M.A., Clinical Psychology
The Perfect Coach for You
http://www.susandunn.cc
About the Author
Susan Dunn is a personal and professional development coach, writer, speaker and teacher with an international clientele. Visit her on the web at susandunn.cc for FREE distance learning course and see why she has students all over the world. mailto: Susan for FREE ezine, also global.
sdunn@susandunn.cc
http://www.susandunn.cc
6. What could they get? Heres something I got when I referred a client to another coach for a service I dont provide: the client I referred was treated so wonderfully, I received rave email for days from the client. It strengthened my credibility and relationship with the client, who then referred others to me. Will I refer to this person again? You bet!
7. Heres something else I could possibly get. You know how the new hairdresser asks you who on earth cut your hair that way? Dont badmouth the person who refers. If they arent good, you shouldnt be referring with them. If they are good, say so.
8. To get referrals, give referrals. Thats how I got started. I have a free drawing on my website and theres only one winner a month. I refer the ones who dont win to coaches who need pro bono clients to work with. In that way I build relationships with others who are in a position to refer to me somewhere down the line. I refer for other reasons and sometimes for no reason at all except to refer. I know how hard it is to get started.
9. Premiums, reciprocal arrangements, referral fees. These are ethical in some fields and not in others. If you can use them, do so. Give referral fees, bonuses and premiums. If you cant do that, discount your service to the referrer or give them extra time. Keep their fees the same when you raise your rates, and let them know. Most of all, give thanks!
Support potential referrers in their endeavors--donate a door prize for the seminar theyre giving, give a joint event where they can see you in action, offer to invite some of your clients to their Open House, mention (to a vendor) that if your practice builds, youll be buying more X, Y, Z. Let them get to know you and your work product, and then suggest referrals. More than likely the topic will come up. If it doesnt, bring it up.
The biggest problem is few of us understand what another person outside our field does, so your major task is to find ways to bring up the range of things you can do for someone. To do this properly, you need time with the other person. Therefore build a relationship so youll be around them enough to do this. A year is nothing!
10. When someone refers someone to you, it isnt over, its just begun. When someone refers a client to me, within the bounds of confidentiality, I keep the referring person informed. I write or call them to say the contact has been made and that I appreciate the referral. I inform them of stages in the process, with the clients permission, i.e., "Ive scheduled Carmen to take the StrengthsFinders(tm) profile" or "Carmen and I will meet on ____." I let people who refer others to me know how much I appreciate it. I always call them and ask them if their client/friend/spouse/business partner was pleased with my services. I ask them for more referrals. Done right its a slow process of integrity and good services. It builds slowly, but once it reaches the tipping point, its exponential.
Asking for referrals is simple, but it isnt easy. Building a professional reputation, laying the ground work in relationships, and priming the pump make it happen. How can you learn this art?
1. Subscribe to ezine, check resources on the Internet, and read;
2. Ask people who are good at it for advice;
3. Observe people who are good at it and use them
as models;
4. Have confidence in yourself and watch your self-talk;
5. Be optimistic. It shows. If you arent optimistic, its an emotional intelligence competency you can learn. I offer EQ distance learning and so do others.
6. Work with a coach; and
7. Practice makes perfect!
Susan Dunn, M.A., Clinical Psychology
The Perfect Coach for You
http://www.susandunn.cc
About the Author
Susan Dunn is a personal and professional development coach, writer, speaker and teacher with an international clientele. Visit her on the web at susandunn.cc for FREE distance learning course and see why she has students all over the world. mailto: Susan for FREE ezine, also global.
sdunn@susandunn.cc
http://www.susandunn.cc
Copyright © 2005-2006 Powered by Custom PHP Programming