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Referrals Scripting - Who Should I Ask?

10th Mar 2015
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I believe there are 2 steps when it comes to getting referrals right as a process in your practice.

The first step is – having a systematic approach.

The second step is - scripting.

When it comes to scripting, there are a number of elements in there, and I just want to touch on one small element which actually does make a difference.

When you sit down with your clients, ask them on a scale of 1 – 10, how happy they are with your services, and they will give you a response.

If that response is a 9 or a 10, great! It’s those people that you ask for referrals.

If their response is a 7 or 8, you say to them;

“Well thank you very much for telling me that, I’m a little surprised it’s so low, to get the number higher, what needs to happen?”

And then, you keep quiet, and listen to what they have to say. It might be a simple thing e.g. we didn’t get good communication or the work needs to be done faster, but whatever it might be they will tell you.

If they give you a 6 rating or lower, I would suggest that they are on their way out. You want to pay close attention to what they’re saying, and go back into your practice and fix whatever it is. So then when you go back for future ratings, they can give you a 9 or 10.

So one smaller element, as part of a bigger script, which in itself will give you a lot of feedback and help you identify immediately who the people are you should go ahead and ask for referrals, and who’s not quite ready for referral giving just yet.

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