Turn your happy customers into raving fans!
It doesn’t need to be a huge task to get more referrals from your existing customers. Using the Syncezy simPRO – Infusionsoft integration you can make sure your are wowing your existing customers and automating the process of gathering new customers via referral.
The key to a referral is a happy customer. Happy customers are won with a job well done and enough attention afterwards. Get this right and your customers will want to send you work left, right and centre!
Customer Satisfaction and Nurture
It’s not enough to just complete a job. Your customers need to wowed, and they need to know you care if they are or if they aren’t. This comes in three phases: Overdelivery, Assurance of Customer Satisfaction and Happy Customer Nurture.
Overdelivery: Did you go over and above what was expected of you when completing this job? This could involve keeping up with communication before and during the job, or even just making sure that you clean up beautifully afterwards. The small touches can make a big impression.
Assurance of Customer Satisfaction: As soon your job is finished you should be following up with your customer. Welcome them to your extended family and let them know you appreciate their business. Send them some information that would really be of value to them. Then ask them how your job went? Make sure they thought everything was awesome, and if they didn’t make sure you find out why, personally. This can all be automated with an Infusionsoft campaign, triggered by a job status move in simPRO. This might be “Job Complete” or “Invoice Paid”. Hari went into this in detail in his post Increase Customer Reviews : Ninja tricks using simPRO with Infusionsoft and Sync Ezy.
Happy Customer Nurture: Once you know that you impressed your customer, engage them further. Send them something else of value – remember you want to give more than you are taking. We are leading up to asking for referrals, so let’s get them really excited! Send a couple of really useful and valuable emails and then go in for the big favour.
Your customer loves you, and you’ve just made sure of that, so now make it really easy for them to send you more business. Start with an email thanking them again for their business and offer an incentive to give you the details of someone else you can help. Let them click on a button and fill out a simple form.
A referral form can then trigger a new contact, linked back to the original customer, an internal email or task for your sales person to call them and book a job. You can then automate a thank you email to the referrer with a gift voucher.