Referrals….. what are your expectations?
Monday, August 30, 2010 3:54Good quality referrals are what BRG is all about. We aim to learn as much about each other as possible so as we can consistently deliver this quality.
So, once we’ve done this and passed on the referral, what is next?
What are your expectations for the referral?
How do you expect your referrals to be treated? Ie; phone call within 24 hours, quotes delivered within x time etc;
Do you frame up the referral for what they can expect?
Do you follow up or ask for feedback?
How can you communicate your expectations?
How do you resolve any miscommunication or lower than expected levels of service?
When building referral relationships, why not put together a charter of your expectations so as your referral partners are fully aware of your expectations? This makes qualifying the referral more powerful also, as they will be aware of the level of service they can expect, which leads to no less than a WIN, WIN, WIN relationship.
“Nothing great was ever achieved without enthusiasm”
Ralph Waldo Emerson
tristan says:
August 30th, 2010 at 3:57 am
This is a great topic. I think it’s important to know what we expect from each other when we provide a referal, and also important to communicate to the potential customer what they should expect from the referee.
Garry Robinson says:
September 1st, 2010 at 5:41 am
Slightly off topic, but still on the subject of referrals: what is a key sentence or phrase that would automatically trigger a referral for your business? For example, if you ever hear someone say the words “I don’t like gyms” then it would be really cool if that triggers you to think of referring that person to Step into Life Manly because we offer a legitimate, healthy alternative to working out in a gym.
Every day there are opportunities to make referrals and sometimes we just miss them because we didn’t react quickly enough. By planting little memory hooks in the form of short sentences into our subconscious it could automitically trigger more referrals.
Peter says:
September 6th, 2010 at 4:29 am
Garry,
My phrase would be “I’ve got to do my tax return”.
By the way who are all these people? I didn’t know BRG was so popular.