Would you take one step, today, for more customer referrals?

Sometimes, some times it seems is almost all the time, we become paralyzed. So many demands, so much urgency, so many changes, new markets, new products, new technologies, did anyone say social media...did anyone say multitasking...new strategies are needed to better communicate our purpose, new tactics are needed, new reporting, new metrics....which one do we choose to juggle with all the others?

These conversations are like those you have to prepare for our 1000 mile journey. We have to have those destinations. And plans, and schedules and budgets too. Maps are handy. So’s a vehicle.We can still take one step today. And tomorrow. And every day. Let’s narrow it down. What’s one step that can move us towards more referrals? What if you:

• answered their calls faster? Answer it on the 3rd ring, not the fourth.
• replied to their emails faster? Reply within 1 hour, not two.
• found a way to give that customer what they wanted, regardless of ‘policy’.
• issued that credit today, not next week.
• listened while they vented for a moment or two. Maybe, they earned that moment. In their mind they had.
• found a solution for a chronic problem. Used it. Presented the results. Ok, that’s three steps.
• arrived a few minutes early
• left a few minutes later
• found a little door through your department’s silo...? Walked through it. Ok, that’s two.
• used spellcheck on all your emails.
• personalized your reply with 2-3 sentences
• subscribed to DuctTape Marketing newsletter for more ideas
• wished the caller a great day
• called the customer back to make sure your promises were reality in their world.
• called back to make sure they received the email.
• asked what else can you do for them?
• sent a bouquet of flowers
• convinced your CEO to join you on a call to an important customer
• were the CEO and called your customers regularly
• what else?

This is not a complete list of single steps you could take. Nor will a referral result from every step, every time it’s taken.

But over time, these steps will take us there, where there are more customer referrals. And more customer referrals mean:Higher revenues

• Lower advertising costs
• Lower customer churn
• More upsells
• More crosssells
• Higher employee loyalty
• Lower employee training and recruiting costs
• Better cash-flows
• More control of your destiny
• What else?

So are these worth taking that first step? Would there be any reason not to take one step from the first list, or one you created, if the result would be on that second list?