3 Steps to Encourage Referrals
Referrals are the lifeblood for success in your notary or paralegal business. The more memorable you are, the more people will feel compelled to spread the word about the quality of service you have provided.
Here are three effective steps to encourage referrals in a way that aligns with your business and personality. And don’t worry – none of these steps are complicated, stuffy, or fluffy!
1. It Starts with AMAZING Customer Service
Start by thinking through your customer’s complete experience when engaging your services. From start to finish, ask yourself: how do they find you, how does communication start; and once they’ve chosen to work with you what does the process look like?
Next, anticipate their needs. Based on what you know about them and what they do, think about what they need and want from you at each step of the process. Really dig deep here and try to think about underlying desires that may not be obvious, but that you can provide for and that will leave an impression and set you apart from your competitors.
Amazon has been revolutionary in this. They have anticipated that their customers want faster deliveries, so they’ve developed the Amazon Locker system which can reduce the delivery speed to one-day in many cases. Amazon also anticipated that their customers would not just want products delivered to their home, but groceries as well, and launched Amazon Fresh.
Because Amazon had a great understanding of their customers needs, as well as what their greatest assets are (shipping and delivery) they were able to create new offerings that improved customer service, and added additional revenue streams. How might you be able to do the same?
2. Thank Them and Ask for Reviews and Referrals
It is important to do this in a way that you, yourself, would like to receive a thank you. Take the effort to put yourself in their place as you create the note. In the note be sure to thoughtfully ask for a review and/or referrals. Email is a great way to say thank you since you can, and should, provide links to the review sites or special referral codes/directions. For example, if you are requesting a review on Yelp, Facebook, or another website, make sure you provide the link and whatever directions they might need to give a review. We’re repeating this because it’s important!! Do not forget this small detail, it will be the reason why people do or do not follow through on your behalf!
There is also no harm and a whole lot of charm in sending a physical thank you card in addition to the thank you email. A handwritten card has a personal touch that they will appreciate even more than the email alone. And saying thank you in two different ways increases your chance of staying on their mind, and therefore leads to more referrals.
3. Follow up with Previous Clients
When you follow up with past clients, you are reminding them of your services and making sure you stay in their mind longer, which makes a significant difference. Being fresh in someone’s mind helps increase your chances of them reaching out when you’re needed. A follow up is also a great opportunity to remind them of the previous positive experience they had with you. Everyone loves a good memory!
One great way to do this is to send them updates on advances or big changes in your field. For example, if you add a new service, or there is a change in protocol regarding a recent project you had with them. It allows you to offer real value and build your relationship. This is an especially great approach if the simple check-in feels uncomfortable for you. (We get it – it can have a desperate, ‘hire me!’ type of vibe when not done correctly!)
So there you have it! Three easy steps that will help your customers feel appreciated, keep you on their mind, and increase your chances of receiving referrals. Start implementing these and let us know how it’s going in the comments below. Have another way you increase referrals in your business? We’d love to hear that in the comments as well. Good luck!
NPN Staff Writer – June 29, 2018View all Blog posts ►