13 Simple Ways to Generate Positive Business Referrals

13 Ways to Generate Positive Referrals

Getting good business referrals is easier than you might think. The "trick" is to put yourself in your customer's shoes. How would you like to be treated?

Some of these marketing tips in the following list may seem obvious in terms of good, commonsense business. But sometimes even the most obvious things go hidden in plain sight.

If you put these suggestions to work, you stand a better chance of not only winding up with more satisfied customers, but with "marketing partners" who will enthusiastically tell others about your business. There's no easier way to grow!

1. Always do a quality job, no matter what the circumstances. Never compromise your work, even if you're dealing with a difficult client that you can't wait to get rid of. In fact, especially then, because if you don't it will validate their complaining to anyone who will listen. An impeccable reputation starts with your consistent commitment to quality of service.

2. Be open and friendly, and listen carefully to your client. Don't rush the conversation - the difference between a customer feeling pushed and feeling heard may only be a couple of minutes. People place a high value on this and will remember it.

Remember that one of the biggest reasons people will refer your business is because they enjoyed working with you. Even when you produce good results, if the client doesn't feel you've listened to them, it can hurt your reputation.

If customers perceive that you're tense or in a hurry, it can easily tarnish how they perceive all of their interactions with you, and what they will say to others. It's easier to prevent future negative comments than to overcome them. The best remedy is a smile, and giving the customer your full attention.

3. Make a positive impression before the prospect calls. Everything a prospective client sees or hears will make some sort of impression. Keep in mind that you're always marketing yourself, even when you're at the grocery store. Stay positive when talking with people. Neat clothes and hair make a bigger impact than most people realize, so don't be a slob! Keep your car washed and remove inflammatory bumper stickers. Little things like this can sabotage your business efforts, even though they don't seem to be related.

4. Do what you say you're going to do. This probably belongs at the top of the list, but most business owners are already acutely aware that not keeping their word is a fast way to commit professional suicide. It's also the thing that will anger clients the most, and get them talking the fastest (the urge to vent is very powerful).

Perhaps an even more likely problem is when the client hears something other than what you've said. Again, take the time to make sure everything is communicated clearly and then passed on to your people on the job.

5. Don't just meet your customer's expectations - try to exceed them. This is a great source of client enthusiasm that often doesn't require a lot of extra effort. Implementing the strategies in this list will help you to achieve this goal.

6. Follow through after finishing the job by asking your client for feedback. Create a referral form and personally phone or visit the client. This lets them know that you care about their satisfaction and remain committed even after the project is finished.

7. When someone refers you, formally recognize him or her with a personal thank-you note. Best suggestion: write it by hand. This personal acknowledgement is arguably the most effective thing you can do.

8. At the first meeting with a prospect who was referred, acknowledge the person who referred you. Validate the referral by complimenting the referring client. If your business lends itself to it, also bring pictures of the work you did for the referring client to show what the goals were and how you met them.

9. Know the importance of referrals from people in your professional circle. Different businesses bring different types of relationships, but still respond to the same professionalism as clients do. Your business contacts, if they're respected in your professional circle, can also stop bad word of mouth as quickly as they can start it.

10. Be part of a professional organization. Being part of a professional organization shows that you're committed to quality and service, and helps convey a professional image to the client.

11. Train (and retrain) your people in customer service skills. Empower them to handle problems in the moment, and encourage them to communicate customer complaints as quickly and completely as possible.

12. Deal with complaints right away. Keep it simple. Admit mistakes, apologize, let the client know that their opinion matters to you personally, and immediately fix the problem. This shows that you care, and it will quickly turn negative word-of-mouth into positive.

13. Ask yourself, "Is every step in my business focused on meeting the customer's satisfaction?" If not, it's time for a review!