1. Building your business with referrals
Rhancha trick - nsp

2. 7 Steps to referral success - why
Referrals are _____ % of my business and I currently get _____ referrals per year from my top 100 clients.
Current referral revenue = $___________________
Goal referral revenue = $ ____________________
Do you have a system and the right mindset to close the gap?

3. 1. find out what your clients really think (via phone, not email or paper based)
Independent feedback = value proposition, brand & your best marketing collateral
The process will help you “earn the right” for referrals
Selling services (intangible) – need evidence of your service quality to counteract fears

4. 2. plant “referrability seeds”
Foreshadow the conversation – website, collateral, initial meetings
Share your vision of a referrals based business;
“I’m building a business based on providing so much value to my clients, they often want to tell others about me.”
“please don’t keep me a secret.”
Trust marks – associations, endorsements, accreditations

5. 3. Acknowledge your client’s fears
Make it all about them – “I love making my clients look good by doing a great job with the contacts they refer to me.”
Explain your referral process and the outcomes of any introductions – build their confidence in the process
A successful outcome with a referred client strengthens the existing client relationship and should lead to more referrals
Is an incentive enough to overcome referral fears?

6. 4. Fish for compliments & brainstorm
Get clients to articulate your value
Treat your referral request with importance
Be confident & expect to get referrals
If you met your clients through referrals, remind them of that
Get permission to brainstorm

7. 5. Get your head in the game
Statistics show that 80% of customers would refer you, only 20% of clients have the ‘referral conversation” with their associate
Overcoming your own objections:
“I often don’t feel I’ve served my clients enough yet to ask” – listen to their comments
“I don’t want my clients to think I’m not successful” – if referrals are based on the value you have brought, the easier it will be to ask for referrals
“I will look too aggressive and hurt the relationship” – ask from a client centered point of view

8. 6. Pick your moment
The opportunities to become more referable – do you track this in your client contact process?
Provide value – memorable experience and strong client relationships

9. 7. Choose wisely
PROSPECT FOR REFERRALS USING
THE LOYALTY LADDER

10. YOU HAVE CUSTOMERS BUT HOW DO YOU KEEP THEM COMING BACK FOR MORE?
62% of the reasons customers fail to continue to do business with you is a Perceived indifference

11. Even if they know, like and trust you, they will forget you if you don’t keep in touch
Remember, it costs a lot more to acquire a new customer, than it does to retain an existing one (80/20 rule)

12. What are you doing to be remembered by your customers, prospects and referral partners?

13. Customer touch points Monthly newsletter
Send 4 stay-in-touch appreciation cards a year (1 every 3 months) to all your clients – handwritten cards or use send out cards services
blasts with product specials
Phone calls to remind them to re-order and check in on how they are doing
Send them a birthday card
Invite them to events you are having or if you are doing a trade show; give them free tickets
Hold a customer appreciation night twice a year and invite your customers

14. Why thank you notes are crucial…

15. 25 ways to get referrals

39. Tell clients not to keep you a secret.
Tell prospects and clients “I’m glad that you see the value in the work that we do. You know, I am never too busy to see if I can help your friends and family through my work.  I hope you won’t keep me a secret.”
Give your clients your business cards to carry as a benefit to them – write their account number on your card and it becomes an important document.