Posted: March 17, 2017
Referrals Take More Than Luck!

A celebration of the heritage and culture of the Irish people, St. Patrick’s Day is celebrated every March 17 in more countries than any other national festival. And while many people love to celebrate the renowned “luck of the Irish,” relying on luck in the business world is not the wisest of decisions.

It’s often said that we make our own luck — and that’s exactly what you need to do when it comes to getting referrals for your business. One way to honor the heritage of the hard-working Irish people is to tackle one of the toughest parts of running a business — growing it. And referrals are one of the best ways to do just that!

The power of referrals

Besides customer loyalty and glowing testimonials, a referral is one of the greatest things a customer can give you back. It’s proof that the customer’s experience with your business has been so positive and fruitful, that they want others to share in it and have the same great experience. And of course, to show their support your business!

Truly, people WANT to send new customers your way — because we all want great products/services, and exceptional experiences that we can talk about with our family, friends, customers and colleagues.

So while you’re giving your customers great products/services and exceptional experiences, how do you make sure you get their referrals?

1. Start by educating your prospective customers.

Strong relationships need a solid foundation. From the beginning, you need to communicate effectively and honestly — taking the time to explain your products/services and setting reasonable expectations for results.

2. Use “surprise and delight.”

This is a popular saying in today’s business world, but it’s more than just buzzwords — it’s a concept that can truly help build your business. 

If customers know what to expect from you, do something unexpected! Reward them for choosing you with a gift or exclusive promotion. Or ship them a big “new customer” kit full of branded premium items. Or a simply-written personal letter/email of gratitude to provide a personal touch. Or all of the above!

3. Something wrong? Make it right.

You need to care about every single detail of your customer relationship — it doesn’t just end after they buy a product and go home. You need to know if anything is wrong, and resolve any issues as quickly as possible. Follow up to make sure things are going well. And if they’re not, do more to make it right. Because that’s what customers will appreciate and remember the most.

4. Get their feedback.

Make sure your customers know that they can contact you — using whichever way they want (phone, email, website, in person) — with any issues whatsoever. Some people have no problem telling you when they’re dissatisfied, but many others don’t want to make you feel bad or just don’t care enough to pick up a phone or send an email. You want to know how they feel, and that concern for your customers will pay off with loyalty.

5. Ask for a referral.

At the end of the customer journey (post-purchase), give them the opportunity to provide a referral. Make it easy for them — send a quick note or email, and ask nicely if they’d mind giving you the name and contact information of someone they know who might benefit from your products/services. It also helps to offer them an incentive or discount for a positive review on social media or any industry forum.

Working towards a referral is something that continues throughout the entire customer journey. So make sure you’re doing the right things (like those above!) all the way through — and when you’ve reached your goals, you’re ready for the kind of parades and parties that St. Patrick’s Day is known for!