Great customer service is a powerful marketing strategy in itself, while also being the key ingredient in every successful referral programme. Plus by delighting and impressing everybody your business comes into contact with, you’ll consequently achieve many of your other business goals.
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A checklist of things you need to be getting right
Your existing clients should want to refer you
Existing customers don’t ask for much; they just want good value and to feel appreciated, plus support and guidance when they need it. Get this right and you should gain a growing band of potential referral champions acting on your behalf.
- Double-check that everyone in the office has mastered the basics of customer service.
- Run through these nine ways to improve customer service skills.
- Consider ways to make your business more referable.
- Work to maintain a positive referral mindset among your clients.
Other business objectives that’ll be achieved as a result:
- High quality client service improves retention rates across your whole customer base.
- Cross-sales are easier to achieve if your clients are delighted with the service they’re getting.
Referrals and other prospects must be converted
As these potential new clients are visiting your business for the first time you need to maximise the number that convert. Here’s a few things that will improve your hit rate:
- Welcome, impress and reassure them that they’ve come to the right place.
- Prove that you can be trusted to deliver.
- Make it easy for them to contact you.
Other business objectives achieved:
- These simple changes will also improve lead conversion rates across all your marketing activity.
The more predictable, consistent and extraordinary your client service experience is, the more referrals you’ll get. Enhance the value of this part of your customer offering and watch your business grow.