How To Turn Your Customers Into A Walking, Talking Billboard For
Your Business
"This guy told me you would charge $600 and would require
payment up front," she said.
I was stunned.
"I don't know where he came up with that figure," as I struggled
not to drop the phone. "I'm not even sure who this guy is. But
the price is actually $120 and you can pay me after the job is
done and you're satisfied with it. It should only take me 2-3
hours."
She told me she would call me right back. She did and said this
other guy (whoever he was) wanted to charge $250 and was really
pressuring her to commit.
"I want you to do it. Something is just not right about this
other guy. I had always heard good things about you but this
other guy said you were expensive. Now I'm glad I called. I'm
going to tell everybody I know about you."
This was very good news for me since she works at a very high
profile and busy business. And what do you think she'll say
about the other guy?
She's not the only one telling people about my business. There
are many people that give me referrals all the time. I have
realtors, stay at home moms, retirees, and other business owners
that refer business. Why? Because I do a great job at a fair
price. Because I am honest with customers. And when I know that
if I provide the service that it won't make that much
difference, I tell them. This saves them money and lets them
know I'm not just trying to make a buck at any cost.
One example: I turned down a very simple job last week that
would have been an easy $160 for two hours work. The customer's
exact words were," I appreciate your honesty." The end result?
More referrals from him that made me more money than if I would
have done the job for him.
Here's a summary of the keys to getting your customers to get
referrals for you.
1. Do a great job at a fair price. You may get more money
initially on a job, but if your customer feels ripped off you
will never hear from them again. They'll also tell everybody
they know not to use you. 2. Be honest. I can't stress this
enough. If you are caught being dishonest in any way, you may
well have sunk your business and you have certainly damaged your
reputation as a person. 3. Never badmouth your competition. It
will hurt you worse in the long run. 4. Do a little extra than
is what is expected of you from the customer. Then mention it to
them casually as you are settling up. Example: " I saw this and
I went ahead and fixed it for you." Some customers will ask if
they can pay you for it - turn the money down and it will pay
you back many times over by word of mouth. 5. Send a thank you
note to keep your business name in front of them. If you own a
service business as I do, a postcard can be worth $200-300 more
in business in referrals.