Call the referral back as soon as you can
When calling a referral, it’s critical that the call happens quickly. Their typical expectation is that you‘ll follow up within two hours of receiving the referral.
Remember the purpose of the call:
- Build rapport with the client
- Gain an understanding of their needs
- Create an opportunity to meet face to face and book an appointment
- Keep in mind that you may not convert them straight away, but down the track you may.
Know the customer you are talking too
Take the time to read the details linked to the customer so when you call them, you are having a relevant conversation. It’s likely that they may even forget they had agreed on the referral taking place, so make sure you are talking to them about what they need to hear and what can help their situation.
Pitch who you are and your services in 30 seconds
Be direct and let the customer know exactly what it is you can do for them, and the referral partner you are linked too. This will help maintain their attention and be more open to listen to what you have to say. Try to smile through the phone with your words and how enthusiasm.
Feedback to your referrer
Ensure you keep your referrer in the loop of the outcome of the conversations with their customer. This shows them that you value the relationship that you have and want to provide the best level of customer service to their customer.
Keep in touch
If you have not been able to convert the lead, continue to touch base with them to keep your services top of mind. Sending them some interesting news about your industry, will help position you as an expert and remind them of the services you offer when they need them.