Enhancing The Customer Experience Will Lead to More Referrals

September 27, 2018

Referrals, referrals, referrals. We constantly hear how important they are and how it’s one of the best ways to obtain new clients. But, how exactly do we achieve as many referrals as possible? What can we do to differentiate ourselves to ensure that we’re receiving those referrals? One thing I want to discuss is the importance of providing exceptional customer service. If you switch your focus from trying to obtain referrals from every client you see to focusing on providing the best experience possible, your referrals will come naturally. In fact, just one happy client could result in 9 referrals for your firm. Whenever a client feels that a financial advisor is making a genuine effort to understand the client and provides valuable recommendations, they’re more likely to spread the word about you. Therefore, a positive experience is a must when trying to obtain referrals. With that being said, I’d love to provide some basic tips on ways to enhance the customer experience that will result in more referrals for your firm.

Tip #1 

Don’t forget the little things about your clients. Is today your client’s daughter’s birthday? Send a birthday card! Keeping the little things in mind will make the client feel special and cultivate a healthy, engaged relationship.

Tip #2

Consistency. Don’t tell the client you will follow up constantly and only do it once. If there is a mistake on your part, don’t continue making the same mistake. Consistency is key when working with clients.

Tip #3

Don’t be intimidated to ask. Of course, providing excellent customer service will be the first option for obtaining referrals. However, don’t ever be afraid to ask for it. If you have worked with your client for quite some time now, feel free to mention something like “If you’ve enjoyed my service and you’re happy with the outcome, don’t hesitate to tell a friend.”

At the end of the day, ensuring a positive customer experience will result in more referrals for your firm.

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