Sub Blog 3

Be honest now. How often do you ask for and/or receive referral leads? You should do it often, and in right manner. "It makes me feel great to know you are pleased. Joe, is there anyone you might suggest I contact who might also use my services?"

Before you ask, determine whether you are "referral-worthy." Respond to the following questions with 100% honesty. It will give you some insight into your customer's experience with you and your company.

The Referral-Worthy Assessment

• Did you come to your customer with a level of expertise, product knowledge, and industry knowledge that is far superior to your competitors?
• Did you work hard to build the relationship?
• Did you learn about their issues and problems before selling?
• Have you helped them in every way possible...offered ideas, solutions to their problems, etc?
• Did you LISTEN more than you talked?
• Did you conduct yourself with the utmost professionalism?
• Did you make sure your customer did not see any invoice errors or find any unexpected surprises or hidden fees?
• Did you return their calls within 90 minutes?
• If a problem occurred, did you immediately apologize, rectify the situation, and provide some type of compensation if you made an error?
• Did call after an order to thank them, tell them how much you appreciate their trust in you, and make sure they are happy?
• Did you always make a customer feel as though they are VIP's?
• Did you exceed your customers' expectations and work hard each time to get them to say, "WOW?"
• Did you end every call with, "Is there anything more I can do for you today?"
• Did everyone in your company think and act as a brand ambassador and display the highest level of professionalism?
• If your customer called to ask a question, did they speak with someone who is knowledgeable about all the issues involved with your products and services?
• Did they sound friendlier and more caring than the staff at your competitors?
• Did they treat your customer as though he or she is a VIP?
• Does your company consistently demonstrate a higher level of service throughout the entire customer experience?

Hopefully, you answered "yes" to all of these questions. If you did, then you're definitely referral worthy. If you didn't, then you are lucky you won-over the customer.

You may need to make the necessary improvements in customer service that will guarantee you and your company are referral-worthy. If you don't your company will fall short in performance...especially at a time when referrals leads are vital to maintain your bottom line.

Need help in Creating a "Sales-Service Excellence Culture?" Call now. (847) 581-9968.

Until next week...may you approach each day with great strength, joy, and always...integrity.