Customer service is crucial to retaining your customers. But can customer service leads to referrals and hence grow your business?
You want to grow your business through referrals but are doing right to achieve that goal?
It’s often easier said than done. You might think that the only way to get referrals is to hope.
In fact, there are a few tricks for getting your customers to refer new clients.
Today, we’ll discuss 8 easy ways how spotless customer service leads to referrals, fueling growth, and growing your business from the bottom line.
Here we go!
#1 Make your customers feel like they’re the most important people in the world
When it comes to customer service, the little things mean a lot.
If you can make your customers feel special and important, they’re more likely to refer their friends.
Here are some simple ways to do this include:
- greeting them by name,
- remembering their preferences, and
- going above and beyond to help them out.
If you can show that you genuinely care about your customers, they’ll be more likely to refer you.
TIP: Make sure you have customer service software in place for tracking customer data so that you can personalize the experience. For example, you can use tools like CloudTalk to facilitate your customer service, too.
#2 Be honest with them and always provide great customer service
At times, it might seem to be easier to lie about:
- Robustness of your solution
All in all, think that you’ll avoid criticism.
However, telling the truth pays off.
Eventually, you’ll find that most of the time people will appreciate it! They often return for more purchases in the future and are much more likely to refer you.
For example, if a customer asks for an item that is out of stock, be honest with them about it! Most people will understand and appreciate your honesty.
Making things right when a mistake happens also goes a long way in winning over customers. Customers might have been upset at first however they can tell when you are being honest with them.
For instance, if there are problems with an order, address it as quickly as possible.
Make sure that your customers receive what they paid for.
If you cannot deliver, provide a full refund right away.
Alternatively, you can offer to credit their next purchase or give them something else of value.
#3 Provide excellent product knowledge to help customers make decisions
If you can help your customers find the right products for them, they’ll be more likely to recommend you to their friends.
Simply because people often refer others when they’re confident that those people will receive excellent service and get exactly what they need.
So product knowledge is crucial in this regard as it ensures that your customers are getting the best product for their needs.
When you’re able to provide good product knowledge, it also helps customers feel confident in their purchase.
In this case, they know that they can rely on you to give them accurate information and that they’re making the right decision. This often leads to referrals down the road.
TIP: Make sure your employees are well-trained in product knowledge so that they can help customers make the right decisions.
#4 Offer a 100% satisfaction guarantee or money back policy, no questions asked
Stand by your products and services, offer a 100% satisfaction guarantee or money back policy. This type of policy reassures customers that they’re making the right decision by choosing your company.
They know they can always get their money back if they’re not happy with what they receive. So it shows them that you’re quite confident in your products or services.
Remember that above all, they have the peace of mind they’ll be able to reach you if any problems arise.
TIP: Make sure the policy is clearly stated on all promotional material so customers know exactly what to expect!
#5 If you can’t find what they want, find it for them
If a customer asks for something that you don’t carry in your store, try to find it for them.
This shows that you’re willing to go the extra mile within your customer service to help out your customers and that you’re not just interested in making a sale.
It also builds trust between you and the customer, which often leads to referrals in the end.
TIP: Make sure your employees always go the extra mile for customers, even if it means spending time away from their friends and family. It’s worth it in the long run!
#6 Answer their questions quickly and thoroughly so they get an answer as quickly as possible
People rely on referrals from their friends and family.
The reason is that they know – those people will receive great service.
If you can answer questions quickly, without making customers wait for an answer or ask to speak to your manager, they’ll be more likely to recommend you!
This is especially important when it comes to online sales through platforms like Amazon where customers often rely on reviews to find out more about the product they’re considering.
In this case, people want to feel like their questions are being answered promptly and that you aren’t trying to make it difficult for them, even if things do go wrong.
TIP: Make sure your employees know how important their role is in this process so that customers got answers quickly!
#7 Send “Thank you” notes or emails after every purchase – even if it’s just a “thank you” email!
People love to feel appreciated and valued. Especially when they’re spending money with you.
So sending a thank-you note or email after every purchase is a great way to show your customers that the sale wasn’t just about making a quick buck – but it was also about building relationships.
TIP: Make sure all of your employees know how important this is so that they can send thank-you notes after every purchase!
#8 Ask for referrals from happy customers
People love to get discounts, especially when it comes from their friends!
So you can ask for referrals from happy customers by providing an incentive such as 10% off the next purchase when referred by someone else (or something similar).
If you’re looking for new leads, offering an incentive such as this is a great way to encourage them to share your product with someone they know.
TIP: Make sure all of your employees are aware of the referral process so that both parties feel confident in what’s going on. Use pulse surveys to check the levels of it.
Also, make sure you’re monitoring the process, including when referrals are made and who they were referred by so that everyone is getting credit for the sale!
Final words: What to remember?
If you want to connect with your customers and provide them with an experience that they will love, then one of the best ways is by providing great customer service.
Above all, great customer service leads to referrals for your business because people talk about their positive experiences all the time.
So whether it be through word-of-mouth or on social media, recommending good businesses becomes part of our culture today.
So hopefully, the above-mentioned tips will help you provide better customer service so you could reap those rewards down the line!
Good luck! 😉