Last week on CanDoGo.com was Tony
Alessandra week. While a little late on
the draw this week, the good news is, you can still access all of Tony’s videos
and tips on CanDoGo. This one in particular I felt was so relevant
during a time where customer retention and acquisition is top of mind for
all companies and salespeople. Below are some best practices when it comes to
asking for referrals.
Asking for Referrals
By Dr. Tony Alessandra
Ask for referrals anytime a customer offers positive
feedback about you, your company, or your product. Often, the best time to do
so is right after your customer has a problem resolved by you, and you’ve
proven that you can and will follow through. Any time you ask for referrals,
follow these guidelines:
for specific referrals to narrow the customer’s focus. Word your questions
so that the customer thinks about a specific environment and a specific
situation. For example: “Do you know of any colleagues in your
business club whose needs are similar to yours?”
as much information about the new customer as possible. In an informal,
casual manner, ask about the referrals, business, needs and behavioral
style. For example, ask “What did he say to you that indicated he has
such a need?”
your customer for permission to use his or her name. This should be no
problem if you have built a solid relationship with that customer.
your customer for help in obtaining an appointment with the referral.
the referral as soon as possible, and then inform your customer about the
outcome of the contact. If the customer decides to buy, send your
referring customer a thank-you gift. If the customer doesn’t buy, send
your referring customer a thank-you note for trying.