If you make your client feel special, they are more likely to reciprocate with referrals, says practice growth expert Heather Townsend.
“Do you know your clients’ favourite biscuit?” asks Townsend.
While this may not initially seem important, knowing whether your client prefers a ginger nut or a digestive can help generate more referrals. Practice excellence practitioners are generating growth through referrals, and you can share similar success, and all it will cost you is the price of a pack of biscuits.
According to Townsend, focus on the ‘little things’ as this “makes the difference” with clients when you are seeking referrals. “It’s not enough to deliver the service up to expectations.”
If you’re looking for referrals, the first thing you should do is consider the value you currently offer your clients. How special do you make your clients feel?How do you treat your client?
As long as you deliver to their expectations, your client will produce referrals. But this is far from a robust system in generating a healthy load of referrals.
Amazingly, having your client’s favourite biscuit waiting for them, or having an umbrella to hand to shield your client from the rain, will assist in generating your desired referrals, according to Townsend.
Next time you have a client coming to the office, text them before they arrive to ask what hot drink they would like waiting for them.
After you have given your client the red carpet treatment, they are more likely to leave the meeting willing to talk about you, and in turn, bring you referrals.
But remember, some clients deserve more attention than others...
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