Five client-nurturing habits a broker can implement to increase referrals
Become friends with your best customers
Your top customers are usually the ones that don’t complain and are always advocates of your business. Treat them as your closest friends, be interested in their lives and get to know them as much as you can.
On special occasions such as birthdays, anniversaries, graduations and the birth of their family members, make them feel special by sending cards, gifts or even a call.
Provide exceptional customer service
Businesses who have a large number of referrals provide above average customer service. If you want your service to be referred, ensure you are going above-and-beyond in the experience you are providing your clients.
As part of great customer service, promptly responding to emails and returning phone calls, being open to complaints about your service, offering water and snacks while the client waits for you will always keep your business top-of-mind. This nurturing of your clients will ultimately contribute to increased referrals and retention.
As your clients are your best asset, getting their feedback is a great way to improve your products and services. When it comes to customer service, people like to voice their opinion and know that they are being heard.
You can ask your clients for feedback through surveys, emails, conversation and social media. This will give them a platform to comfortably let you know about their experiences, thoughts and suggestions. Encourage or advocates to openly post their feedback where others can see it, such as social media, review sites, your profile, etc.
Invest in your brand
Whether it’s through PR, advertising, media, sponsorships or traditional marketing, think of it as a wise investment to help grow your business.
This is a great way to increase your referral business and keep a strong presence amongst your clients. If you don’t have the time to keep on top of your marketing, engage a marketing consultant or agency to help get your brand out there, the right way.
Building strong relationships with your clients doesn’t have to be complicated. It’s about making the client feel important and listening to what they have to say. In-turn they will become loyal to you and your business, helping to increase the referrals you get. Think of it as a two-way relationship where you look after the client and they will look after you. Remember, your client is your best asset.