What to DO to GET Referrals: Element: Initiative | Topic: Participation -Invitation

Referral Trigger for the week of July 31
Topic: Element: Initiative | Topic: Participation

What we recognize as good customer service is often initiative.

Share a place in your business process where you don’t wait for
the other person – where you take the action, the next step,
the initiative.

We’ll use this differentiator when we take the initiative to introduce
you to our clients.

 

 

5 Responses to What to DO to GET Referrals: Element: Initiative | Topic: Participation -Invitation
  1. Robert Jackson
    July 28, 2017 | 9:19 am

    One of the things that I do to initiate action for my clients is to schedule annual reviews. When someone first becomes a client, we set up their goals and expectations with regards to their investments. If we don’t track their progress, then I am of no value to them. Being proactive, especially in times when the market is in a downward spiral, is essential to being an asset to my clients and making sure that we reach their financial goals.

  2. Jessica Matthews
    July 28, 2017 | 10:23 am

    As a website developer, many of the tasks that we accomplish for clients are technical in nature, and it can be confusing to receive an invoice with little to no explanation for line items like “debugged the plugin update, rolled back to version 2.9.5, site backup + restore.”

    When preparing our monthly invoices, I consolidate the detailed timesheet notes into a bulleted list at the close of the invoice: clients get to see at a glance exactly what they paid for, using words they chose when describing the help they needed.

    For example, the bullet list might say: “Annual Golf Tournament announcement email, swapping pictures on website homepage, core code maintenance and security testing, fixing weird format on weekly blog blast, Photoshopping team head shots, making new donation form that plays nicely with Bloomerang”, etc.

    Proactively explaining our invoices goes a long way toward making clients feel comfortable that we’re staying on top of their needs and not padding our time sheets with industry jargon 🙂

  3. Jim Hilber
    July 31, 2017 | 1:48 pm

    After installation/adoption of our services, I like to proactively follow up with the client to insure buyers satisfaction. I like to send a handwritten mailed postcard. Too often after the sale, merchants are left on their own to work their new programs. This seems to receive the most positive response as emails are getting diluted with form letters. I also reach out proactively when I notice any measurable or physical changes to an existing business. This personal touch is always well received and lets the client know you appreciate them and are interested in their long term satisfaction.

  4. Rebecca Brizi
    August 2, 2017 | 2:00 pm

    Much of my work as a business consultant is advisory in nature. When addressing a client question or working on a new goal, I share not just my ideas but also how I came to the decision. In fact I try to always share a specific exercise performed, so the client not only knows upon what my feedback is based, but also how to recreate my thought process. This is also a way for me to ensure that I am providing long-term, repeatable value rather than only one-time answers.

  5. Mary Schneider
    August 7, 2017 | 11:45 am

    When I’m coaching individuals on career, one thing I do to be proactive is to search my network and systems for roles that could be a potential fit for them. I have these handy at our first meeting. I also bring the names of 2-3 people in my network with whom I can connect the client for informational interviews. I let them know that I measure my success on how happy and satisfied they are with the process.

    For leadership development coaching, I have pre- and post-surveys related to the training. After the training is over, I continue to coach by offering to send articles or links that can reinforce the client’s learnings in the coming months. This lets the client know I care about helping them pull the thread forward.

    For both coaching tracks, I tell clients that I am available after the coaching program has finished. If something comes up and they need me, they shouldn’t hesitate to reach out.

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