Are Your Customers All Positive References?
This may seem like a daft question as you would never realistically ask every customer to be a reference for you.
But you should be in a position to get a reference if you were to look for one from them.
So what’s in a customer reference?
A reference is bigger than the sum of the services delivered in my experience. A reference often comes back to the more intangible items that are part of any
customer interaction. These would include things like;
How you engaged over the course of any commercial engagement.
- Open and transparent?
- Closed off to discussion?
How the implementation of the service was carried out.
- Did the project go according to plan?
- How were changes handled?
- How did any challenges get addressed?
How the post-implementation services were conducted (if any).
- Did you follow up to make sure all was well after the initial implementation?
- Did you maintain the same level of quality of services as was delivered during the initial project?
- Did you continue to show an active interest once things were operating as “business as usual”?
In other words, did you make your engagement with the customer as efficient, effective and memorable (in a positive way!) as possible.
What did you do that marked you out as a business that customer would bring that customer back again?
You just never know. Even if someone is not specifically for a reference, word of mouth can be a powerful way of developing business.
The references about your business are probably being made anyway whether you want them to be or not!
The answer to the question presented in the title is “yes, they are!” in theory, but is this the case in practice for your business?
What did you do that makes your business worthy of a reference from your customers?