Customer Service Training TIps

The Myth of Requesting Referrals

You’ve probably heard this requesting referrals strategy from other sales trainers… you’re supposed to ask the customer to give you 2 or 3 names of other potential clients. But when you do, the customer squirms awkwardly, figures you’re desperate, and gives you a name to rid of you. Then you’re supposed to call the third party mentioning your customer’s referral, and miraculously do the deal. Problem – unless you’re selling the cheapest thing on the market or a product/service that no-one else provides, in the real world this strategy rarely works, and generally annoys your customers.

When I work with sales teams who want to compete beyond price, I suggest that rather than constantly trying to find new customers, they’d do better to generate more business with the ones they have. In other words, dazzle your existing customers, then, near the end of a meeting finish with, “I’d appreciate your passing my name along to others who you think would benefit from my services.” If you’ve given exceptional service, the client will refer you and you’ll get calls from people who are willing to pay for the value added service you provide.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


Today’s chuckle:

I always try to go the extra mile at work, but my boss always finds me and brings me back.


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