how do you get more referrals ?

6t56

6t56

Location
Cleveland,oh
We always get complimented on the quality of work we do,and people always say the same thing "I would definitely recommend you to anyone"But I just don't seem to get more than a handful of referrals each year.What do you guys do to get more?I know the owner of a local company who doesn't advertise a 10th of what I do because most of his work is referrals.He doesn't say how he does it,and I can't figure it out.
 
Just be a nice guy, to EVERYONE! No matter how wrong, crazy, angry, crazy! the customer is.

I often get sent to jobs where the salesman/manager will tell me in the morning, this ones a real piece of work be careful! Every time this happens, the office gets a call on how great we were and how me and my crew walk on water. Always baffles the office staff.

Point is if you know a customer is a PITA, go the double extra mile to keep them happy, tell jokes, play with the dog, take the extra few minutes to chat (no matter how much it kills you, or eats up time), walk the property and make suggestions totally unrelated to the job you're there for.

Point is a job well done gets compliments, and job well done by a great guy gets referrals.
 
Boston Bull is right, the tougher they are up front the more they'll talk you up if you can make them happy.

I also ask people for referrals all the time. I tell them we appreciate it and we need it, etc. You've got to tell people what you want. If you tell everyone one of your customers that you'd appreciate a referral then you'll be suprised how many will actually say something.

Also, you've got to make sure that they are really 100% happy....otherwise they'll say that they'll give a referral but they won't really do it. People are tricky to figure out...
 
The last two posts cover it well. I'll just re-emphasize asking for referrals, don't assume they will.

Also, the most important tools on the truck are the rake and blower. Leave the job looking cleaner than you found it, be picky.

The more affluent the customer, the more they will appreciate professional behavior. If you want referrals from rich folks, everybody has to behave like a well disciplined pro... and it's fun to act anyway.
 
A lot of my work is in an affluent, private community. Getting in at first was the key, after that it's a matter of not screwing anybody, and doing right by the ones I get. A few of the ones I now have are TOUGH, and let me tell you, that if I can use these people for references, others know that I am good... because these people don't accept bad work, or low quality workers.
 
Leaving the job site better than when we started is a given, IMO. I forget some people don't do this. If there are 'trails' from bucking a log in the grass, that can only be seen when your close to them, and disappear when viewed from far, I still blow them onto the grass. This goes a long way. blowing off sheds, doghouses, cars, home roofs, etc etc means a lot too. Even if the roof is absolutely destroyed and covered in moss and leaves!

Acting professional, and dressing alike goes a long way too. Doesn't mean you cant have fun. We routinely will have customers comment on how much of true professionals we are, and the next breath will be.......I thought it was absolutely hilarious to watch you guys as well, you really love your jobs and it shows. When that tree/limb/top/branch/log/etc was being pulled over by the guys, and one of them was blowing it over like a candle being blown out, and the others on the rope were jokingly hitting each other with the end like a wet towel......'

Customers LOVE to see people ENJOY what they do. This goes farther sometimes, especially on shite jobs, that all other facts of the job. Guys grabbing a piece and running it to the chipper, passing another guy at the same time smacking his to say hurry up your slacking, shows good spirits too, and the clients pick up on these things.



A good way to gauge a referral, is how many thank you letters your office receives.........
 
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Also, the most important tools on the truck are the rake and blower.

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You forgot to mention toilet paper. By far the MOST important item in the truck.
 
WIIFM! (What's in it for me?) I learned this when I was at UPS, while in management. The principle is this: If you want someone to do something for you, in this case, give you a referral, then what is in it for the one doing the referral?

About 3 years back I experimented with this for a while: I took the time to think of my best customers. I then wrote to each of them a letter offering a $15 dollar gas card if they referred me to some one, which generated a job between $100-$500 dollars. I offered a $25 dollar gas card to the jobs that were $500 dollars and up.

It worked okay. I didn't have too much energy to keep the whole thing rolling. (As I was already swamped). But, I imagine if I kept it up, it would have snow balled well. Especially with last years fuel prices.
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So, this made me think of the cost per lead with this type of reward program. The cost per lead ratio is large if the jobs are small. The cost per lead ratio is nothing if it is a typical tree removal. And that seemed to be the trend. People referred me with the larger removals...

And when people got their rewards, they were happy.
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Jamin, I had kicked this idea around with my wife. I thought this would make people go out of there way to promote you if there is something in it for them. She says they are alredy doing it with not paying anything. I'm still thinking of putting a rewards program in place. What is the the going rate, I was thinking of 3-5% of a job. At the end of each month give them a check for their referred sold work. I saw another tree service advertising "we pay for referrals". It's nothing new but we may start to see a trend. I'm sure there are all kinds of pros and cons to this, lets here um.
 
why not get an aggressive salesman on a low salary, and a commission schedule. Save the 3%-5%.......


who's going to keep track of your customers referrals? will you still pay the the % if the customer they referred doesn't pay on time or at all? who's resposibility is it to chase the payment if it does happen? what % commission do you pay your crews in the field for upsells, or new jobs sold while they are working throughout the day?

just some thoughts......
 
I have heard some real Smart businessy types say NEVER give your clients money!!
OBTW Cam , If the signs you are talking about are who I think it is, You do not want to emulate them , that is for sure!!
Bull is Right ,A real honest to goodness sales rep can build a business up pretty quick.But be prepared,if you think climbers are hi-ego guys? Wait til ya deal with the type A sales type!!!!yee ha
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Paul I see that truck parked outside the turnpike exit in your neighbor hood. The truck was also up by us at the Mcdonalds in Deptford for some time too. I agree with you BB. It could be a real mess trying to have a rewards program, so its just been something I've kicked around.
 
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I have heard some real Smart businessy types say NEVER give your clients money!!
OBTW Cam , If the signs you are talking about are who I think it is, You do not want to emulate them , that is for sure!!
Bull is Right ,A real honest to goodness sales rep can build a business up pretty quick.But be prepared,if you think climbers are hi-ego guys? Wait til ya deal with the type A sales type!!!!yee ha
grin.gif


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I've been looking for a type A sales guy.No luck yet,most people don't know the difference between a "salesman" and an estimator.There's tons of estimators but I haven't found any salesmen.
 
Network. We don't only do tree work even though we are all certified arborists. We also install landscapes and maintain them. The company that does concrete, and the company that does irrigation and lighting refer us for tree and landscape. It helps to broaden your horizons. I have a degree in hort and arboriculture, so I might as well use them both. One hand washes the other.
 
Ask for them. Plain and simple.

Ask your customers if any of their neighbors have talked about tree work and if they would mind giving you their names.

You can also ask your customer would be willing to write a testimonial/reference for you that you can use with other customers.

We also put up a small disposable, yet professional sign with our contact information.

Lots of ways to do it. Just have to go out and ask for it.
 
The greatest likelihood is to earn it, then politely and straightforwardly ask for it. Hand each customer 2, 3, 5 extra cards when you are done.

Let your customers know that it keeps your advertising and estimating costs, therefore overhead and prices, lower by working through referrals, and you use referrals to build your business.



I was thinking of using an extra cell phone/ number as a Storm Line. After a good customer's job is complete offer them the Storm Line number. When a big storm hits, they have the phone number to get to the front of the line, ahead of new customers that are just looking through the phone book. You are attempting to take care of them. If its insurance work, it probably helps the homeowner work it with the agent if they can say that you are their regular tree worker, and do reputable and appropriately priced work, in their experience.
 
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I was thinking of using an extra cell phone/ number as a Storm Line. After a good customer's job is complete offer them the Storm Line number. When a big storm hits, they have the phone number to get to the front of the line, ahead of new customers that are just looking through the phone book. You are attempting to take care of them. If its insurance work, it probably helps the homeowner work it with the agent if they can say that you are their regular tree worker, and do reputable and appropriately priced work, in their experience.

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Excellent idea!
 
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