What Is The Basis Of Good Referral-Based Services?

Do you want to slowly but consistently grow your client referrals base?

It goes beyond just good client services or asking those that refer for business for ore of it. Just because people, groups and organizations know who you are does not mean they will send you any business. It takes a little consistent and continuous work.

You have to build loyalty with those that refer. Of course they do not want to find themselves apologizing to someone they referred to you, so a good client experience is important. But, it is not the end all. It does not in and of itself build loyalty. And, referral loyalty is what you need.

Here are some of the things you need to keep in mind when recruiting referrals from others:

1.  Attentiveness. Short and simple, you need to be attentive to the needs, questions and help needed by your potential referral sources. You need to be there and you need to be ready. You need to be the go to guy or gal.

2.  Recognition. It is more than telling someone good morning or asking how are they are doing. Make sure you know enough about your referral source to compliment them on things they have done or are doing.

3.  Personalization. People have preferences. It is great to send out email and fax blasts as it helps keep you top of the mind, but you need to make personal contact with your referral sources as well. Call them on the phone. Drop by their offices. Invite them to lunch. Make sure you go out of your way to greet them at events, seminars and organizational meetings.

5.  Consideration. And no, I am not talking about paying them money, although this sometimes helps if the referral source is an attorney who is allowed to share fees. Are you respectful to the referral source?  Do you remember their family, birthdays, anniversaries, etc? Do you go out of your way to help when asked, and do you do so without argument or delay?

6.  Appreciation. There is a lot of ways you can express your appreciation to a referral source, but the best way is to make sure you know who referred a client and make sure you write, call, email a thank you. A call is best. Never forget when you run into your referral source to remember your cases and thank them specifically for whatever case they sent over on which you are working.

Comments

[Jay Moffitt]

I really enjoyed your post. I can't tell you how many times I've told someone, "I can't help you, but here's 2-3 things you can do to help yourself, and if your conditions change in 3-6 months maybe we can work together"... and they'll be stunned not to just get an old-fashioned brush-off. All the people I meet who don't need met yet grow their businesses and in a year or two will make me a very successful man.