Mini-Workshop: What to do with a referral

Article contributed by Fiona Harrop.

This is a 2-3 minute activity that involves those at the meeting.

You will need to read it through beforehand and be prepared.  What you say out loud to the group is in larger type in bold.

Purpose – What to do with a referral

Start by saying to the members…
Someone has just given you a referral.  What do you do next?

Seek responses and repeat a few.

A is for Act on the referral within 24 hours.  This is paramount if you want to develop a reputation for being reliable and want to receive more referrals.  If you are not sure what is needed, talk to the member who gave you the referral and clarify.

C is for Communicate with the client.  Ensure that your understanding of their needs matches theirs.  Make them feel special and ensure they know exactly what you are planning to do for them.

T is for Thank you.  Thank both the Member who gave you the referral and the referral client.  Try a hand written thank you note just to be different.
N is for Never ignore a referral.  Always follow up with the referral client.  Even if you can’t do the work for any reason, find someone who can and then have a chat to the member who gave the referral – during Open Networking or even a special Dance Card – and refine with them exactly what you are looking for.

O is for Own the referral.  Take ownership by being responsible.  Let the client know how interested you are and how much you care about their business.

W is for Welcome the opportunity.  See each referral as an opportunity to talk to the client about your skills and service.  Also see it as an opportunity to ask whether your team can be of service in other areas.
 

Author Geoff Kirkwood