Agency / service entrepreneurs, what’s your secret for happy clients that bring you referrals ?

Question

If there’s one thing I've come to realize in the service game is how powerful customer referrals are. For agency and service businesses, more than 60% of new business comes from referrals and recommendations !

But getting those referrals isn't always straightforward. For those of you who have cracked the code, what's your secret?

Personally, i found that affiliation programs work well but most importantly that the work starts from client onboarding.

For those of you running service businesses, what have you found to be the most effective ways to offer a great client experience and turn customers into happy advocates ?

Ethan Young · Accepted Answer

Building strong relationships and going the extra mile makes a huge difference. We focus on understanding each client's unique needs and providing personalized solutions, which creates a memorable experience that they want to share with others.

Answer

Consistently delivering high-quality work on time has been our biggest asset. When clients see that we reliably meet or exceed their expectations, they naturally become advocates and refer others to us.

JaredL · Answer

Interesting question, I also want to know the answer. My experience of failure is that even if the NPS score is high, customers may not necessarily recommend your product to others.

Stanley Igboanugo · Answer

Referrals and recommendations can also come from non-customers as well. I think that any business that sells to your target market can also be a source of referrals. Contacting the owners of such businesses and building healthy relationships with them can produce good referrals down the line.

There are instances where a law firm refers their "favorite" landscaper to their client.

Answer

In my experience, it's about how you treat them and support them on their journey, especially the quality of your service; they will definitely refer someone if they love the results.

Answer

Transparency is crucial!  Keeping clients informed throughout the entire project process, from initial brainstorming to final delivery, builds trust and avoids misunderstandings.   Focus on delivering tangible value at every stage.  Demonstrate how your work solves their problems and achieves their desired outcomes.

Answer

Exceeding expectations is key!  Regularly exceeding client expectations through proactive communication, exceeding project goals, and going the extra mile builds trust and fosters long-term relationships.  Showing genuine appreciation for their business and celebrating successes together goes a long way too!

Answer

Clear communication and setting realistic expectations from the beginning is key. We ensure clients know what to expect at each stage of the project, which builds trust and satisfaction, leading to referrals.

Answer

@jaredl Agree unless you set up a standardized process to collect recommendations OR if you introduce an incentive through an affiliate program for ex

Answer

@josephine_roux agreed Josephine. Sometimes you do the clarification effort but still if things aren’t recorded somewhere with clear goals and tools to track progress its not uncommon unfortunately to have clients forget or go back on initial scope / objectives

Answer

@leo_fournier thats a nice philosophy! How do you celebrate successes ?

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@pratheek_adi1 agreed ! But do they need a nudge or incentive to do so or does it come naturally when satisfied?

Answer

@stanley_igboanugo Agreed, we don’t talk enough about partnership sales. Do you think affiliation programs help incentivize “business finders”?

Gurkaran Singh · Answer

Creating happy clients who refer business is like mastering a recipe – a dash of exceptional service, a pinch of personalized attention, and a sprinkle of unexpected delight! How do you whip up your client satisfaction soufflé?

Agency / service entrepreneurs, what’s your secret for happy clients that bring you referrals ?

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