Why Do People Refer You?

YOU DELIVER EXCELLENCE (not perfection)

• Customer Service Departments exist because we’re not perfect. And oh by the way, customer service is not a department, it's a mindset.

• People refer you because they have a degree of confidence in your ability to deliver.

• You are outwardly focused to meet the needs of the client; relational not transactional.

• People love to share something great: a movie, a restaurant, etc.

• Give people a story to tell about you when they do refer you, “You gotta work with Thomas because you won't believe the deal he got me….” or "Thomas goes to war for you." etc.

YOU COMMUNICATE AT CLIENT’S EMOTIONAL LEVEL

Always meet an emotional need with a professional response. Don’t get caught up in your client’s stuff!People do not refer you to others when you have not met their own emotional needs. Avoid the drama and deliver the facts. Competence and character is why they trust you. It's better to be respected than liked; “respected” closes deals, “liked” isn't enough. They want a professional.

You do not want your doctor freaking out on you when he explains your life threatening disease or avoiding calling you to begin with because the news is bad. Nor do you want him rushing you out of the office so he can make his golf game. They wan to hear, “WE will fix this, WE will beat this!” There's power & comfort in “WE”.

Champion your client’s cause as an advocate. Be the problem solver. Show your client their fears and problems are your field of expertise to solve. Be the good news in people’s lives.

Your Service: The Process

Is the process ugly? The process must be as great as the end result. You can’t just be good at your job, you have to provide the excellence in service all along the way. Be a resource before, during and after the sale and deliver the goods beyond your client’s expectations.

You can have the finest bottle of champagne in the world, but if you serve it on a dirty glass, who’d want to drink it?

YOU ARE CONSISTENT…(AREN’T YOU?)

Pure and Simple: Everyone needs to experience the same level of service. The person who is referred to you must know the same professionalism as the person who referred them to you. Price, product, service, follow up, etc. must be consistent for all you work with you.

The “Mc Donald's” concept. People don’t regularly patron Mc Donald's because it’s healthy. People know, that wherever they are in the world, they can count on the menu items being familiar and they know the quality and taste of the food, because it's consistent.