What to DO to GET Referrals: Element: Initiative | Topic: Participation – Appropriate Referrals

Referral Trigger for the week of August 14
Topic: Element: Initiative | Topic: Participation
Conversation lead by the 78 Corridor Team

We Did Business slips have a place to check
On Base, Home Run, or Grand Slam.For each of these types, share five observable characteristics.  
Describe, in ways we can see, the difference that makes you check
Home Run instead of On Base, or Grand Slam.We’ll be able to recognize a match, and take the initiative
to introduce you.

 

 

15 Responses to What to DO to GET Referrals: Element: Initiative | Topic: Participation – Appropriate Referrals
  1. Jessica Matthews
    August 11, 2017 | 3:26 pm

    For our website + marketing firm, we work with all types, but our biggest success comes from these three groups:

    Our Grand Slam clients are the type of personality that:
    invests in long-term planning + opportunities (even their hobbies are ongoing projects, like year-round volunteering or annual awards programs)
    walks away from a conversation with follow up actions (even if it’s something simple, like scheduling a coffee date)
    reads the news everyday
    has a rhythmic schedule / committed process (works 9-5, schedules vacations, keeps a planner in their briefcase, etc.)
    enjoy working with professionals (hires a landscaping service, has a financial planner, works out with a trainer…)

    Our Home Run clients are the type of personality that:
    asks a lot of questions (and Googles with the best of ’em)
    gives tons of feedback (even fills out surveys at the bottom of receipts!)
    always under a deadline (because they keep busy + get things done)
    reads magazines + blogs (loves DIY and Pinterest)
    friendly networker (knows how to pull together the right people to make something happen, even a last-minute birthday party)

    Our On Base clients are the type of personality that:
    look for constant improvement (constantly “tweaking”)
    take responsibility for projects (because they want it done right the first time)
    willing to spend but wants control (even reading itemized invoices, hates “maintenance fees”)
    listens to podcasts (because they like to learn new info + impress their friends with factoids)
    looking for bigger & better (sometimes adding to a project mid-stride…)

  2. Geoffrey Horney
    August 13, 2017 | 10:30 am

    For our handyman group we come in contact with a varying range of clients. We love interacting with all, but there are some simple points that help me categorize each as On Base, Home Run, or Grand Slam.

    On Base:
    – First Time client.
    – General idea of what they want.
    – Simple(r) repairs and fixes.
    – Limited interaction.

    Home Run:
    – Repeat business.
    – General to Specific idea of what they want.
    – Add-ons to scope of work/change orders
    – Does some homework and research.
    – Follow through and timeline of completion
    – Feedback (Always helpful whether positive or negative), we like to KNOW how we can serve you best!
    -Schedule in advance.

    GRAND SLAM:
    – Repeat business or that first time larger task.
    – Specific idea of what they want.
    – Challenges us to make/do that special something.
    – Add-ons to scope of work/change orders
    – Does some homework and research.
    – Follow through and timeline of completion.
    – Feedback (Always helpful whether positive or negative), we like to KNOW how we can serve you best!
    – Referral machines and gate openers.
    – Rates us on social media and helps to further our brand.
    – Planning for that next big/fun thing.
    -Schedule in advance.

  3. bill fields
    August 14, 2017 | 11:20 am

    As all of us, I fill out a “We Did Business” slip only after making a bank deposit. That lets me look backward and see what each of those referrals had in common and what made them unique-enough to merit one or the other of the three options to check. I make my selection based simply on how much money I made from providing service to that referral with one ‘force multiplier’: potential for future revenue. The nature of my ‘business’ (personal injury attorney) dictates that my referrals will have these five common characteristics – an incident, which causes an injury, resulting in damages to the client (cost of doctor bills, time lost from work, property destruction), someone to blame (the bad actor), and the desire to let a professional deal with the situation (because the bad guy does not take responsibility or his/her insurance company simply jerks the referral around). The severity of the injury and the complexity of the factual situation dictate both the return to the referral (money in his/her pocket) and the cost to the referral (the bank deposit). I check the appropriate box on the “We Did Business” slip as it reflects how much I made versus how long it took to get there. If the referral will be the direct conduit to other business (not to be confused with a gate opener), the slip gets a plus-up.

  4. Dene Matthews
    August 15, 2017 | 12:52 pm

    In my family law practice I focus primarily on father’s rights. Unwed men with children in Georgia have no legal rights to those children unless they were born during the marriage or the dad legitimating the children in the Superior Court of the mother’s County.

    A client can be either a male seeking to legitimate his children or a female wanting to consent to the legitimization or have it denied. This type of client will talk about his children but more so in a way that shows his frustration with his situation. He has kids but likely can never see them. He complains that he is on child support but their mom won’t allow the kids to visit.

    An On Base referral:
    The client may not have know what Legitimation was prior to coming to my office or being referred to me but he is angry that he cannot be in his children’s lives the way he wants to be. Will likely be contested. Mom is upset that she has received the petition and dad has never really had a role in the child’s life so reaching a resolution will involve court intervention as opposed to consent from both parents.

    A Home Run referral:
    Knows what legitimation is and has been interacting and coparenting with the other parent on a consistent basis but with a few bumps in their relationship.This case will likely be an uncontested case but may turn into a contested one over smaller issues. For the most part, the parents work fairly well together and will be able to reach a full agreement if not partial. This client will not be very detail oriented but they do not slack on their job and do not need to be reminded numerous times to act on things they know are important. They have a few pictures of their children in their cubicle and may check in with them via phone after school. This person will likely leave work early for school events and extracurricular activities. You will see men in this situation having their children on a consistent basis but all of a sudden there will be spans of time where they don’t; likely because mom has denied him the ability to have them.

    A grand slam client:
    Know exactly what they want when they come to me and have full support from the other parent. They both know how important it is for both parents to have a role in the children’s lives so they make it their business to share equal time and responsibilities. This client will be very detail oriented. They have pictures of their children in their cubicle and may check in with them via phone after school. This person will likely leave work early for school events and extracurricular activities. I love helping people obtain their legal rights when they had no idea they didn’t have any because their coparenting allowed them to never feel the effects of not having any legal rights to their children.

  5. Rich Houghton
    August 15, 2017 | 1:59 pm

    It is rather intuitive that in my industry, the amount of revenue generated tends to dictate which box to check as to On Base, Home Run, or Grand Slam. Taken on an individual transaction basis, revenue generated is the easy measurement, but the Financial Services industry has changed significantly in the recent 2-3 decades. We see much more fee based revenue generation which is not transactional based. Thus, the measurement is more related to the size of the investments and the length of time the advisor manages the assets. As an advisor, I have moved away from the simple transaction platform to one that is more fee based and longer term in implementation.

    Several observable characteristics are what I call “money in motion.” This refers to the investment needs of someone who has retired, been fired, moved to a different employer, had a family member leave an inheritance, received a significant court settlement, or has received some sort of lump sum of money. In each of these cases there is money that needs to be properly managed and invested, whether it be a 401k rollover, an IRA rollover, money from Grandma, or having a really good attorney. The almost immediate need to do something is present in all the “money in motion” events.

  6. Diana Crawford
    August 16, 2017 | 8:11 am

    I have the great privilege of working with BRILLIANT people. The wide breadth of how my clients have built and run their businesses is impressive. I gauge my on base, home run or grand slam meter on the willingness of my clients to truly let me be their trusted financial adviser and resource.

    Some clients just want to send over a list of numbers and ask that they be transcribed on to a tax return, I offer my suggestions on their business as I can, but my opportunities to provide real value are limited by the information I have access to.

    Those clients that say, I know I do what I do well, and I know that you do what you do well, value my expertise and benefit from my services. A client that says, it is hard for me to explain exactly what I do, speaks my language. I get ideas from numbers and patterns and offer suggestions from a better business, less taxes perspective. I am proactive, not reactive, and want to plan for my clients.

    Diana Crawford, CPA
    Crawford Merritt & Company
    http://www.cmccpas.com

  7. Dr. Elbonie Hornbuckle
    August 16, 2017 | 4:31 pm

    On base, grand slam, home run
    As a chiropractor I look for many things that set one patient apart from another and if a patient is on base they arrived at their appointment on time so they are time respective. They may complain for days about their pain, but rarely do things continuously. They will have this one appointment and may or may not be back, they have good intentions but probably wont’t follow through.
    A home run patient also arrives on time, but they have completed their intake forms before they arrive, so they are time respective but they are also organized and thorough. They are consistent in their tasks and will keep future appointments(you may notice they have a gym membership and may workout 3-4 days a week).
    A grand slam patient is all of the above, but they really understand chiropractic and are health conscious and into a wellness lifestyle, from what they eat and drink to exercise and with regular doctor visits.The grand slam patient also loves their family and makes sure they have appointments also. When you speak with the grand slam patient they will have a water bottle and either be eating fruit or drinking a smoothie and the conversation will always be them talking about their family or friends they think can use the next best thing… And they arrive before their appointment time, just in case there is an earlier opening.

    Dr. Elbonie Hornbuckle-Preston
    Loving Care Family Chiropractic
    678.884.3778

  8. Jason Marler
    August 17, 2017 | 8:20 am

    Being in IT, we handle a broad range of issues for our clients. From simple email fixes, to complicated server installations and email migrations. I would classify our services into 3 categories, 1 off repairs, Maintenance, and Projects. I base On base, Home Run, and Grand Slam on dollar amount with On Base being smaller dollar amount and Grand Slam being larger dollar amount.
    1 off repairs – these are typically the on base
    – First time client
    – Reactive to situations
    – Prefer PC to Mac
    – Always want an estimate of cost
    – Have more than one computer(can’t let go of old computers)
    Maintenance – typically On Base, but some are Grand Slams due to monthly amount and how long they have been using our services.
    – Run successful businesses
    – Don’t mow their own lawn
    – Like nice things – cars, homes etc.
    – Don’t care about details, just want results
    – Proactive in all aspects of their lives
    Grand Slam
    – Want things to work and have the “you get what you pay for” mentality
    – Want speed and performance from computer systems
    – Make decisions quickly
    – Don’t care about details, just want results
    – Early adopter on technology – prefer iphone to android

  9. Jason Marler
    August 17, 2017 | 8:22 am

    Being in IT, we handle a broad range of issues for our clients. From simple email fixes, to complicated server installations and email migrations. I would classify our services into 3 categories, 1 off repairs, Maintenance, and Projects. I base On base, Home Run, and Grand Slam on dollar amount with On Base being smaller dollar amount and Grand Slam being larger dollar amount.
    1 off repairs – these are typically the on base
    – First time client
    – Reactive to situations
    – Prefer PC to Mac
    – Always want an estimate of cost
    – Have more than one computer(can’t let go of old computers)
    HOme Run – Maintenance – typically Home Run, but some are Grand Slams due to monthly amount and how long they have been using our services.
    – Run successful businesses
    – Don’t mow their own lawn
    – Like nice things – cars, homes etc.
    – Don’t care about details, just want results
    – Proactive in all aspects of their lives
    Grand Slam
    – Want things to work and have the “you get what you pay for” mentality
    – Want speed and performance from computer systems
    – Make decisions quickly
    – Don’t care about details, just want results
    – Early adopter on technology – prefer iphone to android

  10. Douglas Durham
    August 17, 2017 | 10:00 pm

    My business model is based on a single price per purchase, not a percentage of the cost of the vehicle.
    Grand slam – A customer approaches with a previous customer referral and gives a realistic expectation and budget to work with. This customer readily sits together, signs contracts, and makes themselves available for communication throughout the process.
    Home run – First generation buyer that has used an auto broker previously and understands the process can move quickly or slowly. This person has available funding, pre-approved and is ready to move on the purchase. Not as comfortable with the search, they might change the search parameters in mid stream. Tight budgets and unwilling to have any grace on variables.
    On Base – Most of this sale is answering questions about cars this customer has found at other dealerships. They do as much searching as I, and leave the door open at any time for a scoop to take place by another dealer. This customer does not understand the work that goes into the search and vetting of the cars we procure, but at the end of the day, it’s a bank deposit.

  11. Rich Oswald
    August 17, 2017 | 10:49 pm

    In Counseling, revenue is generated by each session spent with a client. The number of sessions varies by each person. The average number of sessions is about 6. There is no way to tell how many sessions a person will come or how many sessions it will take to address their issues satisfactorily.
    Since we did business slips are submitted each time a payment is received, the specific slip will record the most recent session. So, as sessions accumulate, the checkbox can be changed at some arbitrary point. But, my objective in helping people is to work myself out of a job with them. So I want to get them healthy, not keep them coming in. Repeat business from someone is not an objective in this business. There needs to be a continual flow of new clients to sustain revenue. Increased revenue correlates to increased amount of new clients.

  12. Jamecia Bowers
    August 17, 2017 | 11:19 pm

    As an esthetician those who come to see me generally desire to improve their appearance or to be pampered.

    On Base:
    -Curious about cosmetics or skin care products
    -Likes to give things a try

    Home Run:
    -Likes routines
    -Good at following plans and specific instructions.
    -Cares about their appearance and looks neat and polished.

    Grand Slam:
    -Businesses such as photographers and others who consistently contract hair and makeup services to their clients.
    -Clients that not only desire to treat a specific problem such as acne or clogged pores and eager to remedy the issue quickly.

    Jamecia Bowers
    Beauty by Bowers Day Spa
    http://www.beautybybowers.com

  13. John Conley
    August 18, 2017 | 10:58 am

    Simple answers:
    On base are those referrals that generate standard
    signage – banners, yard signs … simple things
    Home Run is a major sign, ie outside main sign,vehicle graphics or wrap
    Grand Slam is a customer that returns for more and more. An example of this: Habitat for Humanity is a customer referred to us by John Bennett of the Decatur team. We have been servicing this account for several
    years……Thank you John B.

  14. Prentice Walker
    August 18, 2017 | 2:13 pm

    It is all relative
    on base
    would be 1 line of coverage and could take me 15 minutes or less to assist the client
    Auto insurance
    Home insurance
    Commercial insurance

    Home Run
    Would be more than 1 line of coverage and usually take longer to get the proper coverage

    Grand Slam
    It would normally be more than 1 line of coverage, but I have had some clients that refer me so many on bases they turn into a grand slam.

    The funny thing is some clients don’t equate to much in the bank deposit but are a joy to work with or so hassle free they are grand slams.

  15. Shanta Tisdell
    August 18, 2017 | 2:20 pm

    As a month-of wedding coordinator I can meet the client as late as 4 weeks before the wedding and still help her be a stress-free Bride.
    On Base:
    – changed FB status to engaged
    – seriously dating and speaks in terms of “we” often
    – single person recently lost weight/make over and preparing to date
    – active member of dating website
    – male shopping for the ring

    Home Run
    – other industry vendors wanting a smooth and seamless event
    – pastors or counselors that perform pre-marital counseling
    – hair stylists
    – bride shopping at Michaels/Hobby Lobby
    – bridal dress shop

    Grand Slam
    – bride with active lifestyle and she outsources services
    – complaining mother of the bride that wants a break
    – venue owners
    – burnt out/complaining bride
    – previous client referrals

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