Referrals are one of the many crucial veins that pumps the heart of any business. Striking a positive rapport about referrals at the right time, in the right mood, is integral to maintaining a positive relationship with your customers. Yes, it’s an excellent way to gain new customers, but if approached incorrectly, or at the wrong time, you may risk losing not only a new client, but a current one, as well. So, when is the best time to ask for customer referrals? Our team at Presentation Multimedia has come up with some guidelines to assist this delicate process.
When to Ask for Customer Referrals
DO NOT ask when:
- You’ve just started: Even if you’ve been great with customer service up until the start of a project, the beginning is not the time to ask for referrals. Before they’ll feel comfortable trusting you with someone else, they need to trust you with their business, and that won’t come until a little later on. Give it some time to bolster the relationship and prove your services and skills.
- There have been complications with the project: What might have started as a simple job sometimes ends up being a bit more complicated than you originally thought. If you’ve just discovered the extra complexity of the job, this is not the best time to ask for a referral, especially if this development will delay completion or cost more money. If the customer is still uneasy about the potential outcome, they won’t trust you enough yet to feel comfortable referring you. Wait it out until you’ve earned their confidence.
DO ask when:
- You’ve made a connection with a customer: Perhaps the job got off to a solid start and your rapport is going great. Or maybe you happened to crack a joke or tell a story that resonated with your clients. Maybe they came into your office stressed about the project and they’re leaving smiling! These are all great moments to take advantage of; ask for customer referrals before the moment passes.
- A successful, smooth project has been completed: This is most likely the best time to ask for referrals. Now that your service is complete, the customer fully trusts your ability to provide superb services, and they’re ready to spread the word. Give them the encouragement they need to do so by asking directly for a referral after a successful job.
Pro Tip: Train your staff to ask for customer referrals, as well. Your staff are generally the first and last to see your clients, so it’s great practice to have the last encouragement they hear to refer your service on to someone else.
For more tips on marketing techniques that will help you bring in new customers, our team at Presentation Multimedia is always happy to help. Check out our blog for videos, podcasts, and more media full of great marketing strategies. To find out more information or to schedule your consultation with us, don’t hesitate to contact our pros at Presentation Multimedia today!