The lifeblood of most businesses is referrals. Nothing gives you more credibility than when your name is passed from a friend to a friend. Referrals are often easier to convert and more enjoyable to work with than a cold lead.
If referrals are the name of the game, how do you get more of them?
An AMAZING client experience.
And how do you create an amazing client experience?
You guessed it!
Rock solid client processes. These processes make your clients feel loved, make it super easy for you to provide your best work and create raving fans that can’t wait to refer to you! And while every business has its own nuances, there are some common rules that apply to just about everyone.
Make your client feel appreciated.
Oftentimes when people hire you, they have been following you for a while and typically feel like they “know” you (you’ve heard this before, people buy from those they know, like and trust). Don’t forget that. Treat them like a friend. Take an interest in them and get to know how they work. They are going to be a much better client if they feel comfortable with you.
Remember to that they are paying you (and hopefully well at that). Don’t let that go unnoticed. A nice gift when a new client signs on with you is thoughtful and goes a long way to securing that trust. The is especially true for high ticket services and long-term commitments. Whether it’s a thank you note and Starbucks gift card or a monthly subscription box. Take a little moment to thank them for choosing you.
Keep them updated.
Don’t fall off your client’s radar. Even if you’re knee deep in their project, if they don’t know you are they think you’ve forgotten about them. And that leads to frustration on their end. Not to mention extra emails, questions and messages.
Never let your client have to ask “where are we at on this?”
Even if all you have to tell them is “hey, that thing I am supposed to be working on – I’m working on it”. Tell them that (but more eloquently of course). No update is still an update.
Have client check ins.
Checking in with your client every so often can head off client frustrations at the pass. They make sure you are staying on target and will reach your client’s goals.
Ask questions like:
How likely do you think we are to reach your goal?
How would you rate our progress up to this point?
How else can I support you?
Answers to questions like these will let you know how your client is feeling and if they are just satisfied with your work or completely impressed. And the good news is, if you get “meh” answers to these questions you have time to get back on track. This way by the time you’re done working together they don’t leaving feeling like “well that was ok” they leave feeling like “omg, everyone needs her!”
Create an exit survey.
This is a big one. Not only is this excellent feedback you can use to refine your service offerings and client experience, this is the PRIME time to ask for testimonials and referrals. Your client is still buzzing with excitement over the work you’ve done together, take advantage of that. Don’t wait until months later to request a Facebook shout-out or connection. Ask right away and they will be more than happy to give you a testimonial or referral.