How your front line staff can increase referrals

Although there are many schools of thought regarding management styles in the workplace, there seems to be a common denominator in the relationship between satisfied employees and satisfied customers.

Beyond that, the entire culture of your work environment can allow for greater referrals and business growth if created in a purposeful way.   

Hire the right people. 

Of course!  But who are the right people for your company?  What do you value?  Is good attitude more important that experience?  Work ethic more important that education?  Hire the people that have what can’t be taught, and train them for the rest.

Orient, train, retrain. 

Orientation should be more than a tour of the building and signing of W4 forms.  The more your new employee knows about the business, its mission, its values, its history, its position in the marketplace, etc., the more she is going to value her role there. We find that customer service representives to be very receptive to identifying key customer communications in their CRM system.  Be sure to give her everything she needs to be successful.

Treat them right. 

A knowledgeable, loyal employee who shows initiative is a resource that you need to nurture.  Beyond fair wages and health insurance, how can you build community in the workplace?  Do your employees need a place to work out or free child care?  Do they just want an opportunity to share their ideas and meet new challenges?  How do you show them appreciation?

Give them the tools. 

If you want staff members who can solve the problems and concerns your customers face, empower them to make decisions.  Give them the ability to give a refund or replace an item without wasting time locating a manager.  Give them the tools they need to work more efficiently, including updated office equipment and cutting edge technology.  Listen to their ideas for delighting customers and improving service.

If you create a place people love to work, where they feel a part of a team and are empowered to further a mission they believe in, you have an ideal culture to create maximum customer satisfaction. 

Your employees will not only want to please the customer who walks in the door, but will share their excitement with family and friends.  They will be the first to encourage your most loyal customers to spread the good word. 

Your customers will notice the nature of your business by their interaction with your employees, even if it’s only over the phone or by email. Enthusiasm, energy, and that special something that makes your company unique- all will be communicated through your front line staff.   

Don't you feel like referring a business when your last experience as a 'customer' was rewarding and helpful?

If you spend the time investing in them, your customers will come back to you… with reinforcements. 

The development of business relationships is enhanced when your front line staff can quickly access your knowledge database and provide the prospective customer

We help business owners put into place a business relationship strategy with its core based on an appreciating asset- your CRM knowledgebase system.

Help other readers and share what your business is doing to help your front line staff increase referrals.