When you do work for someone, and they’re very pleased and refer someone to you, do you go back and reward them in some way for the referal, especially if it amounts to a significant amount of work? If so, how do you do it?
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Replies
They rewarded you for doing their job well. No need to pay back except the usual courtesy thank you by phone or in a note. I'd do both, adding the written thank you to a Christmas card.
Of course if they call me asking for the name of a reliable plumber or other tradesperson, I'd make some calls for them myself and tell the plumber that this is a preferred customer of mine and to take good care of them.
I buy $10 gift certificates from a local restraunt 30 at a time. He gives me 20% off if I buy in that quanity. Then when ever we get a referal from anyone I send them one or two with a note thanking them and saying have lunch on me. Small gesture but always appreciated. They are also a great way to reward an employee that did a little something extra. DanT
I do the restraunt gift cert too.
always a crowd pleaser.
Jeff Buck Construction
Artistry In Carpentry
Pittsburgh Pa
The $10 gift cards sound like a really cool idea. That's a $100 investment, or $80 in your case that could have much lasting benefit.If at first you don't succeed, try using a hammer next time...everything needs some extra persuasion from time to time. -ME
It really is inexpensive and in my restraunts case they even give envelopes. I just address them, stamp them and drop in a short note. Pretty painless. I do it on the first of the month for the preceeding month. DanT
A couple of times I've gotten whole house remodels with substantial additions included and in those instances I've taken the people who referred me out to dinner. They are also friends, as many of my clients wind up being. Other than that, generally not.
Steve
I focus on smaller projects and alot of handyman-type work. I thank everyone for referrals but can't reward them for every referral simply due to the scope of many of the projects.
Consistent referers get a nice bottle of wine, a gift basket and always a handwritten note at the end of the year thanking them for repeated referals. I also do the occasional 5 minute 'freebie' for these customers during the year (hang a picture, un-stick a door, etc).
I've also phased-out a customer who refused to refer me (to the point that she actually threatened a neighbor who came over looking for my biz card) because she was afraid if I was busy with other customers I wouldn't be as responsive to her. She was a great customer, had weekly projects and paid whatever the invoice was without hesitation but created an expectation that I would drop everything to respond to her.
-Norm
A phone call and personal thank you note immediately upon receipt of the referral and gift certificate or bottle of wine or something that is relevant to them. If they send lots of referrals, a dinner on me, a day at the spa. We also give homemade pies out at Thanksgiving to consistent referral sources.
I try to lavish people who give referrals, they are the best marketing department you could have.
I don't offer any rewards. Of course I appreciate it since ALL of my work comes in that way, but there's 2 reasons that I don't: 1) I really can't afford it since most of my jobs are small and 2) They're not doing me the favor as much as they're doing the favor for the person to whom I've been referred.
I know that probably sounds egotistical, but it's true. They're passing my name along because they want to do a good thing for their friend/family/neighbor. The fact that I'm "referable" doesn't mean that they were thinking about me until they started talking with their friend/family/neighbor about the work itself.
What I will do for my regular customers (especially the ones who consistently refer me) is to help out with a small task for no charge. For example, things that maybe take an hour or less. It's just easier to say "it's on me and thanks for all of the referrals" than it is to say "I know it was only 20 minutes, but I have a 2 hour minimum".
And now for something completely different... (except the part about not charging)...
Recently, one of my regulars had a cat get stuck in the attic. She has no way to get up there, so she called me. I told her I would be there just as soon as I was done with my regular day. It was already 4:00, so the cat didn't have too long to wait. I wouldn't have charged her, but I didn't tell her that. Just before I was about to head over to her house, the cat literally jumped down into her arms. Very trusting cat! She called to tell me she didn't need me after all, but she sure appreciated my responsiveness. I won twice in that case: I demonstrated my commitment to her and I didn't have to actually do any work to do so.
A personal thank you is usually well received. A "no charge" for a small job/short time job is a nice touch. But the best thing you can give the referr'er is the best possible job to their referral.
Think about it. You get a call for something you don't do, but know someone you could refer. I hesitate if it's someone I can't count on to respond promptly or to do a properly executed job. Nothing better than to hear how pleased the customer was with my referral.
I once referred a guy from BT to a friend of mine in his town. That turned out badly. The referral screwed up. Seemed to me at the time (and still for that matter) that he didn't even come close to going the extra mile on that referral. He knew this was a friend of mine-yet he plain #### 'ed #### it up. Had to laugh when he went on the offensive to make the customer look like the baffoon. Some people have no class.
So to me the best gift is doing a wonderful job.
A Great Place for Information, Comraderie, and a Sucker Punch.
Remodeling Contractor just outside the Glass City.
http://www.quittintime.com/