Who are your best customers? We’re talking about the ones who come back often, make big purchases, and champion your business to others. Chances are they learned about your business through word of mouth from other happy customers. Customer referrals are like gold to business owners, and everyone wants more of them. How can you set up your business model where referrals keep on rolling in? We’ve got a few tips for you.
Set the Stage
Before you can expect more customer referrals to start flowing, you need to take a look at the customer experience your business provides. Do you have a reputation for excellent service? Are concerns handled promptly and fully? Do customers feel like valuable assets to your business rather than just cash cows? If you’re not sure that you can answer all of these questions with a resounding “yes,” it’s time to revamp your practices a bit. Listen to your customers and figure out what they’d like to see to make their experience with your business better. While you won’t be able to please everyone, if common themes come up again and again it’s probably a good idea to focus on those. You’d be surprised what a few relatively simple changes can do for your customer satisfaction.
Don’t Be Afraid to Ask
Once you’ve created the type of experience that customers want their friends and family to have as well, it’s time to get the customer referral machine humming. To do this, you just have to ask. Train everyone on your team who regularly interacts with customers on how to make asking for referrals a natural part of their workflow. It can feel strange and awkward at first, but it gets easier with practice. Many happy customers will be able to give you a name right in the moment, but if they draw a blank or want more time to think about it make sure there’s an easy way for them to follow back up with you. Perhaps you could put a referral link on your website or in your email signature. Maybe the automated phone tree everyone hears when they call your business reminds them about referring a friend. Whatever you do, make it extremely simple for your customers to reconnect with you the moment they think of someone who might be a great fit for your business.
Make It Rewarding
The key to really increasing customer referrals is to reward both your current customer and the potential new one they’re sending your way. Your reward program will look different depending on the structure of your business, but some ideas to consider are discounts, cash payouts, or a small gift. Again, the key is to make sure that both your current customer and their referral are rewarded to keep the momentum going.
Follow Up is Key
We’re willing to bet that you have more customer referrals in your book of business than you think you do – you just don’t know it because you’ve never asked how they found out about you. Whenever your business acquires a new customer, make it a habit to ask them who or what brought them through your doors. We bet you’ll be pleasantly surprised at how many of your customers are out there telling other people about the great experiences they’ve had with you. Once you’ve figured out just how many customer referrals you have, it’s time to start thanking the people who sent them. Call or at least email the customers who are out there being evangelists for your business and let them know how much you appreciate their support. It’s no small thing for someone to trust their family and friends to you. Let them know you understand the seriousness of your responsibility and are thankful for their vote of confidence.
Know Anyone We Should Know?
Speaking of customer referrals, we’d love to know if there’s someone in your circle that you think would benefit from talking with us. If you’re a current customer of ours, you know that we pride ourselves on great customer service, advanced technology, and transparent pricing. We’d love to show your friends and family why we’re a different kind of credit card processor. Give us a call at 1-855-360-0360 or drop us a line on our website to introduce us.
PS – Kick your ecommerce sales up a notch with these tips.
PPS – If you have plenty of online reviews but aren’t interacting with them, here’s why you should change that now.