In Episode 15 of the Toe-2-Toe Podcast, hosts Jenn Murtland and Monica Weakley duke it out over how to say thank you for a referral. Hear why Jenn thinks a simple thank you call is enough and why Monica feels you should go above and beyond to demonstrate your gratitude. This episode is a great reminder that there are many ways to succeed in this business, just make sure the strategies you’re using really work for you.
- How do you say thank you for a referral?
- Jenn simply says thank you.
- Monica balks at that. Someone gives you a lead for $10k paycheck and all you do is say thank you?
- Jenn refers people because they did a great job and she wants her friends to get great service. She is not expecting anything in return from people she does business with.
- Monica says this is not about expectations. If you treat your clients who are likely to refer to you in an exceptional way, you will likely get more than just that one referral.
- Monica suggests that when you connect with clients on a higher and deeper level they can become raving fans.
- Monica shows appreciation in a way that will mean something to them.
- Her go-to was a card with a picture of the client on the card with the option of a small gift like gourmet brownies. They'll get a card with their picture. It will say thank you but the card will be all about them.
- Jenn asks why she includes brownies and Monica says they just show extra thought.
- Monica relates reinforcing positive behavior to successful dog training.
- A lot of people wait until the sale happens to thank the referring client, but you want to make sure you are rewarding the behavior right then and there.
- Monica wants to create a special moment for the client. She calls right away and then sends out the card.
- Jenn doesn’t think a gift is required or expected.
- Monica thinks of it as a client appreciation marketing technique.
- Monica feels that if you want to build your business on referral then you have to show up differently.
- Simply saying thank you is a bare minimum average way to respond.
- If they each had 40 A clients and treated their referrals based on their distinct methods, Monica predicts that she would receive more referrals than Jenn would.
- According to Jenn, delivering on what was expected to be delivered on is why people refer their friends.
- Monica talks about the Law of Reciprocity. When you do something a little bit nicer than what they perceive they did for you, they will feel like they want to do more.
- Jenn feels good that she gives her clients referrals for their businesses.
- Monica asks what she does if they don't have a business.
- When polled, most agents say they do a thank you phone call and then a thank you card that sometimes includes a small gift certificate.
- Jenn invites them to client appreciation events, parties, etc.
- Make sure gift certificates are customized to something they enjoy. If you're going to do something, it should at least be something they like.
- Ann Hawkins in Cincinnati says she gives a shout out on Facebook.
- Just be careful on Facebook to be sure they are comfortable with that shout out.
- Monica feels that if referrals are an important component of your business and you want more of them, then you have to allow your clients to know in no uncertain terms how incredibly special it is to receive a referral from them.
- If you want to receive referrals, show up in a way that is above average, bigger, better, brighter than anything else.
- You need to make the phone call right away and just say thank you. The reason that they gave you the referral was because you demonstrated for them what they believe was great customer service.
- Be focused on demonstrating great customer service.
- There is always more than one way to achieve success in this business.
3 Key Points:
- One way to say thank you for referrals is to simply call and say thank you.
- Another way to say thank you is to go above and beyond. Call and send a customized card and a small gift.
- The goal is to demonstrate great customer service throughout your relationship with any client.