Think about the last time you told a friend or perhaps a colleague about a customer experience that you had. The chances are you didn’t tell them about something that was entirely expected or extremely normal.
The truth is that we talk about an experience when it’s either exceptionally good and far exceeded our expectations or it’s extremely bad and really upset us. And the fact is that we’re much more likely to tell someone about a bad experience than a good one – but that’s just people for you!
So, when it comes to getting your clients to refer you to their friends or colleagues you’ve got to do two things;
One; you’ve got to be really good at what you do – your clients won’t take a chance on referring you to their friends if there’s a chance you’re going to stuff it up and make them look stupid for referring you.
And two; you’ve got to give them something that will make them rave about you and the service you provide. Just doing your normal thing is not going to cut it.
So what are you going to do? It’s up to you obviously, but you’ve got to find a way to really stand out and give them a “wow” experience that’ll so far exceed their expectations it’ll blow them away.