What we can do in order to get more clients from references?

[Altoros]

We have a great number of clients and almost all of them are extremely satisfied with our services but only few refer theirs prospects to us. What we can do in order to get more cliens from references?

Any advice is much appreciated.

[directmarketingadvice]

What we can do in order to get more cliens from references?

When I think of referrals, I think of two types: “solicited referrals” and “word of mouth”.

A solicited referral is where you ask for a name and either you contact that person or the client contacts him on your behalf. A word of mouth referral is when the client goes out in the world and notices people that would benefit from doing business with you and tells them about you.

So, when I work with a business and put together a referral system, the first thing I want to know is whether the business can reasonably solicit referrals.

For example, if you were a psychiatrist, it's perhaps inappropriate to ask your client "do you know anyone who's crazy?" and then phone up the referee and say "John Smith told me you're bonkers".

Assuming solicited referrals work for your industry, my question would be "how do you ask for them?"

If you don't already ask, then that's the first place to start.

However, the best way to ask depends on the relationship your clients have with your prospects. If it's a personal relationship then they're more likely to mention you. If it's just a professional connection, you may have to consider whether you should offer an inducement to them for their help.

A couple of months ago, I wrote something for a client on word of mouth referrals. If you want a copy send me a PM.

Steve

[Altoros]

Thnk you Steve for your comments. I will try to find out who of my clients could give me a references. By the way, how I should define clients who should be asked for a references and who shouldn't? I will appreciate anyone's advice.

[DeveloperBloke]

hi there

it all depends an what industry you are in.

if you sell a product (like me), give your customers free stuff, an incentive to buy again, (becuase they will tell their frineds), if you run a service, ensure that your after care and follow up system is excellent. if you are in car sales or IT (like me) then call them to ensure things are going well, if you are in recruitment, call them, to see if they have any needs. keep yourself fresh in their minds. Businesses need to be given a lead of trust to do business, and that only comes from your clients word of mouuth through your relationship building. personally, i wouldnt suggest rewarding your clients for leads (financially), but protray to them that you would see them ok, should they push business your way.

by the way, what industry are you in?, hopefully not psychology! excellent quote by the way

getting client testimonials is a difficult one. on most occasions, you may have had to barter your way throguh a contract, or make concessions, or even mess up, and have to do a lot of butt kissing to make it up (all have which have happened to my businesses, after all this is buisness!). but, unless the business is very very well known, then a testimonial is worthless, unless they hear it, they dont care. (obviously this is my point of view, but it has served me well. just because abc ltd say that 123 ltd did it, doesnt make any difference to me, how do i know that they arent joined, or there is a financial aspect there)

but essentially, if you are good, then other businesses will follow, or so ive been told :-)

j

[gapgb]

The hardest part for many businesses seems to be asking for the referral in the first place. I wouldn't worry too much about working out who you can ask and who you can't. Ask all of them. It's one way of finding out what they really think of you.

Most people who think your product or service was good will be happy to tell other people. I find it helps if you tell them what you're going to do with the reference, i.e. web site, press release and so on, so they don't think they're going to get too involved in loads of contacts with strangers.

Another tack is to point out that they will get some free publicity themselves. This is good if you're going to get a PR piece done for print / web publishing.

But get stuck in and don't be shy and when you get them use them every way you can. Some people will take notice of them others will ignore them.

[Altoros]

ok, thank you all

Guy, what percantage of clients do you have from refferals and what part from other sources?

what do you think is a good convertion rate from refferals?

any thought on this are more than appreciated.

[gapgb]

It's about 50/50 for me. Conversion rate is high for referals around 90%.

[Cornish Steve]

For solicited referrals, your just need to ask. I admit that I was nervous when our asked members of our beta trial if they would volunteer quotes that we could use at our website. I was pleasantly surprised when we received more than we needed.

By the way, I edited their original quotes to keep them all the same length. I went back to the authors, and they had no problem with the modified versions.

For word of mouth, you just need to deliver spectacular service. Give your customers something to rave about!