Your Actions Tell Your Clients How You Expect To Be Treated

There is a widely accepted principle of human behavior that goes something like this. "Your actions tell the world how you expect to be treated." Look all around you and you will find that the truth of this statement is as evident as the clothes you wear.

So, if you don't expect to be successful, you're telling the world you probably don't think you have what it takes to succeed, if you don't expect to get the order, you probably won't, if you don't expect to get referrals from your clients, you probably don't believe in your heart that you deserve them.

Recently, I did a survey of the readers of this newsletter (thanks to those who participated) asking what the number one thing was that you wanted to know about generating referrals. Somewhat to my surprise, an overwhelming amount of people suggested that the number one thing that held them back was fear of asking for referrals.

Now what is that saying to your clients?

One the absolutely most effective way to generate a flood of new business by way of referral is to simply make receiving high quality referrals a condition of doing business with your firm. Build referral lead generation right into your service.

Here is how you can do it. The next client you land must be presented with the fact that part of their responsibility in the relationship is to provide you with 3 referrals in the next 90 days. (Now don't worry, you're going to tell them exactly how to do that.)

Try this statement on for size: Mr. Client, we intend to make you so outrageously happy with our service and the results we provide that we know that at the end of 90 days you will want to refer 3 more people just like you.

I dare you to try this out.

Guess what your clients will say?

"Well, sure, okay"

Of course they will agree, what else are they going to say.

But here's the real beauty of this statement and strategy. Look at what your actions are saying. We know you are going to be thrilled. We know we deserve referrals. We sure as heck plan on delivering the goods.

So now how is the world going to treat you?

Here are some pointers on how you can implement this strategy.

•You can make it part of your "getting to know you" meeting

•You can have a set 90 day check-up referral meeting

•You can look for "moments of truth" or anytime you or someone on your staff gets a compliment from a client.

•You can make a game out of it - Say the magic word and set off the referral flood.

Some rules to make it real

•Be prepared to educate your referral source about your business

•Tell them exactly the type of client you are looking for

•Make sure they understand you want people who want the same level of service they receive

•If you have specific target clients in mind, show them the list

•Make it easy - give them stamped referral postcards and sample referral letters

Copyright 2004 John Jantsch

About The Author

John Jantsch is a marketing consultant based in Kansas City, Mo. He writes frequently on real world small business marketing tactics and is the creator of Duct Tape Marketing a turn-key small business marketing system. Check out his blog at http://www.DuctTapeMarketing.com/weblog.php - gets these kinds of killer tips weekly by sending an email to mailto:subscribe@ducttapemarketing.com

More Resources

Unable to open RSS Feed $XMLfilename with error HTTP ERROR: 404, exiting

More Customer Service Information:

Related Articles

We Got It Wrong: Never Under Promise & Over Deliver
You know how it is, you believe something for so long, everyone agrees with you, all the books tell you it's true and then suddenly you have a blinding revelation - we've all been duped! You know like my gorilla mates were? (If you're not sure about my gorilla mates then you really need to read the book - we've got a great offer on at the moment!)And you feel such a chump - how did I ever fall for that - the logic just isn't there - I must have been a fool. Let me explain.
Dealing with Difficult People
1. Don't get Hooked !!!When people behave towards you in a manner that makes youfeel angry, frustrated or annoyed - this is known as a Hook.
4 Myths about Customer Value
The purpose of business is to create and retain a customer.Much has been written about customer orientation, customer relationship management (CRM), Customer Lifetime Value (CLV) metrics, Customer Centric organization models, customer retention, customer care-add any high sounding word with -customer- preceding or succeeding that word and you have a new model, a new theory.
Profit from a Customer Service Recovery Program
A client recently said to me: "Most days things seem to run smoothly; but whenever we have a customer complaint, we seem to collapse. Where are we going wrong?"How you handle and solve customer concerns and complaints is a measure of your standing in the "excellent", "bad", or "mediocre" category of customer service.
Debt Elimination Scam
May people these days have a problem with mounting debt. The average person is well below the bad credit limit and is in desperate need to fix it.
Dealing with People - Words to Avoid
You probably realise how the wrong tone of voice andnegative body language can cause problems when dealing withother people, particularly customers and staff. However,using the wrong words can also cause problems.
4 Easy Steps to Better Online Customer Support
Customer support is very important when you're running a business, whether your business is on or off the net. If your customer support is hopeless, you'll soon find your customers running away from you and worse, telling others to stay away too.
Keeping Clients Happy Keeps them Coming Back
Whether you are a seasoned small business professional, or you have just opened your doors to new clients, your marketing strategy should not only involve bringing in new business, it should also include keeping your current clients, your most important asset, happy and coming back for more or referring your services.Top-notch customer service is the most important contributing factor in the success of your business.
What To Do When Youve Blown It
It's bound to happen sooner or later - yes, even to you and your business. Sometime or other, you will make a blunder that upsets a customer.
More Customers - Watch those Little Things
Two situations, two perfectly acceptable experiences, but in one case, an excitement about great service and in the other case, just OK.The LaptopI have a laptop which is under warranty - 5 working day turnaround they said when I rang them about a power problem.
How To Use Your Current Customers
Jay instructed a customer of his to offer a rare coin collection to new customers for just $19. He was actually losing a couple of dollar on every sale! But .
Turning Customer Mistakes Into Raving Fans
When you make a mistake with a customer, should you write them off as lost -- never to return again?Nope. There have been numerous studies which show that a customer who has had a problem and gotten it resolved in a timely manner and to their satisfaction is a more loyal customer than one who has never had a problem.
How To Keep Your Customers Coming Back -- Understanding Customer Retention
Why do some businesses offer points, stamps or every tenth coffee for free?These businesses understand that a customer retention program is a fantastic way to ensure that customers keep coming back. The most recognized customer retention programs are those loyalty programs used by retailers, but this same principal can be applied to any business that wishes to maintain a loyal customer base.
How to Walk the Floor and Talk to Customers
This may seem a strange topic to introduce. Yet, it is the most under-used skill by many retail managers, but one of the most important roles in their supervision.
Empowering Customer Service Vital
It never fails to amaze me how many companies have employees who are empowered to offer former customers wonderful incentives to lure them back, yet their customer service representatives have the ability to offer virtually nothing to convince an unhappy customer to stay.Powerless, these CSRs often actually ignore customers' requests and declarations of their intent to leave, even encouraging them to seek out another company!They often repeat the few phrases they're allowed to say over and over again, further infuriating the customers.
Customer Service, Italian Style
Nowadays, we complain nearly all of the time about how few businesses remember how to provide quality service to their customers. But a recent trip to Italy not only reminded me that the art of service is not dead, but that providing outstanding service is the key to almost any successful business.
Have You Hugged a Customer Today?
It all started a couple of weeks ago when a friend asked me if I could scan and print some of her slides. No problem, I said.
Modern Call Center Solutions - Keeping in Touch is the Key
Call center solutions solve a range of age-old problems. As far back as ancient times, the success of a business has always depended on how well that business can communicate with clients and meet their needs.
Customer Neglect
What have you done for your existing customers lately? Probably not much, if you are like most businesses.I know that hunting new business is more of an adrenaline rush than working the business you already have, but it is not as crucial to your long-term success.
Establishing Yourself as an Expert in the Eyes of Your Customers
The most important aspect of a successful business is developing the correct mindset toward your customers. And this is not the over used phrase The customer is always right.