The data shows that a significant proportion of referrals happen in the first 30 to 100 days of the client’s relationship with you. This is when they’re looking to see how you differentiate and prove yourself. You’re top-of-mind plus they’ll be comparing you to their previous supplier - so it’s crucial that you make a good impression.

They had a need/problem that you said you could solve, and they’ll be looking to see how well you do that, how proactive you are, how reliable, how easy you make it for them, how valuable your communication is, how relevant, how concise, how personal. This all matters.

To get them talking to their friends about you, we’ll give you the tools to prove that they’re not just a number to you, but a person and a valued client.

This is what really matters to a lot of people.

Your opportunity in the first 100 days

1. Carefully brief your sales people
   • 'A business built on referrals' - make it mandatory that your sales people talk about how the business focuses on delivering clients the best customer experience, and why clients are so happy to endorse the business and recommend it to their friends.
     
     

     Say that you're hoping that they'll be keen to endorse you to their friends in the near future once you've done a great job for them.

   • Get them to say "Can I ask who it was that referred you to us? I’d like to send them a thank you.”
   • Schedule a 2 month ‘customer care’ call. Use it as an opportunity to generate cross-sales, ask for a testimonial or Google Review and talk about your referral programme.
2. Reinforce their buying decision.
3. Use the positive relationship and momentum to develop them into active referral promoters.
4. Use your onboarding/welcoming process to send them an introductory, welcoming email and/or card.
5. Cross-sell.  To point out other products and services that may be relevant to them. And maybe add links off the introductory email, for example, to other insurance services, such as life insurance.