Referrals: Yes, they are that important :)

Wouldn’t it be awesome if you never had to spend time and money on leads and converting them to sales? It would make things less complicated if you had an endless pool of potential customers that you never had to spend money to receive. Referrals are the backbone of any successful company and are typically the most successful clients to close with little to no costs associated. Almost 85% of small businesses receive their customers from word of mouth marketing. A business that doesn’t attempt to generate referrals is losing potential customers and dollars.

Customers appreciate when businesses provide the best customer service and experience possible. The client immediately becomes a brand ambassador and advocate of your company when you meet or surpass their expectations. Here are some tips on how to continue creating referrals for your brand.

1. Promise and Deliver

There are expectations from both parties when doing business and delivering on promises can create happy clients fairly easily. Managing expectations becomes vital to the success of any relationship. Understanding time schedules and demands are important to creating rapport and successful projects. You should always try to under promise and over deliver when working with any client that could potentially be an advocate for your business.

Understanding time restraints and expectations is critical to account for the unexpected variables that come with any project. Developing software for start-ups requires mock-ups, redesigns and strict deadlines. What happens if there is a delay or problem that arises in development? When you account for potential problems that can occur and deliver on promises made you immediately create a happy customer.

Client’s will always expect you to deliver because they are paying for your service. Telling a customer what you think they want to hear will provide you short term satisfaction but ultimately result in an unsatisfied customer and one that won’t send business your way. There are all sorts of companies that will promise the moon and land clients that leave unsatisfied with their experience and the service industry’s practices. Being completely honest and transparent with clients will allow for an authentic and long lasting relationship. Only after fostering your relationship and trust will you be able to achieve a successful project and happy client. Short term success isn’t as valuable as long term referrals.

2. Solve Problems and Make an Impression

It is important to understand your client and your client’s problems. Resolving conflicts is going to be important for a satisfied customer that will spread the word of your business. When customers alert you of problems make sure you identify the problem promptly, offer potential solutions, and work to fix the problem as soon as possible. Informing your clients of the progress of their issue will allow for you to resolve the problem and fix a negative experience. If you are able to resolve problem experiences efficiently and professionally you will have a customer that will tell people about their positive experience. Make problems an opportunity to get your client out of a negative experience and into a positive one.

Being respectful and empathic is important to client relationships. When you are trying to attract future business it is important to leave your clients satisfied. Sending personal emails and being conscious of personal business efforts are important to help clients understand your add value. Sending personal “thank you” cards or packages can be a way to appreciate your client and their relationship. Being personal goes a long way.

3. Ask for them.

Asking for the referral is simple. Ask your satisfied client to recommend your services. This is often difficult because it feels forced or even “sales-like”. In reality this is a great way to get your business’ story and image to other audiences.

Ask your client to highlight the best parts of their experience with you and build off the cohesive strengths. Tell people how awesome a job you did with a client and share their customer experience. The next client is just a referral away.