5 Steps for Receiving Referrals Properly

Bill Cates has some great things to say about trust and giving/getting referrals. Check out his story below:

How you receive the referrals people give you makes a huge difference in whether they will give you referrals again, and again, and again. I've been writing a lot about your "client experiences" lately. The same goes for how you receive their referrals. If the experience of giving you referrals is a pleasant one - one that they can trust - then they'll do it again.

Here's an easy way to remember these 5 steps in gaining Referral Trust:

T - Treat the new prospect with incredible importance and care. This should go without saying.
The goal is to provide such a great experience for this new prospect, that it reflects well on your referral source. Even if the prospect chooses not to go with you, they should still have great things to say about how you treated them, educated them, verified their previous decisions, etc.

R - Respond immediately. Referrals can have a short shelf life. Do not sit on your referrals.
Once you have an actionable referral - act! If you do not act on your referrals quickly, you run the risk of burning your referral bridge with your client as well as missing an opportunity with the new prospect.

U - Update the referral source on your progress. Keep them involved.
Your referral source wants to know that you followed up. They gave you one or more referrals to either help a friend, help you, or both. They need to know you're moving forward with it. When you make contact with the prospect, let the source know. After you meet with them, tell the source. If the prospect becomes a client, get permission from the new client to tell the source. If you have trouble reaching the new prospect, call the source sooner not later. They will often come to your aid.

S - Send a personal note of thanks along with a small gift.
I've seen 2 studies that demonstrate the value of sending a small thank-you gift to the referral source. Reward the behavior of giving referrals. Don't wait to see if the prospect becomes a client or not. This is not about the money you spend. It's the thoughtful gesture. Just pick something appropriate and not tacky.

T - (new clients) Thank the referral source. When the new client thanks the referral source,
you become more referable. It validates the action of giving referrals and stimulates more referrals. Simply ask the new client to thank the old client (or Center of Influence). Or, you can take both of them out to lunch to celebrate the new relationship.