Customer Service Blog

The Truth about Generating Customer Referrals

You’re likely aware that volumes have been written about how to grow your business through customer referrals. Most strategies focus on customers providing names for you to contact. I’ve talked about the flaws of this approach in other 30-second tips. For today’s tip, my point about referrals is simply this: ‘If customers aren’t referring you it means your service is not remarkable.’  I mean REMARKable – literally.   Customers need to first notice your service, then talk about it. The problem is many customers are so focused on themselves that most of our services go unnoticed. That doesn’t mean you need to jump through hoops for attention. It does mean you need to communicate differently. Contrast asking a customer, ‘Do you want us to drop it off?’ vs. ‘Would it be helpful if we dropped it off for you?’  Same offer – different words.   The second however, is more likely to generate referrals.

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