customer Archives - Dr. Ivan Misner®

You may think you know why you’re in business, but perhaps it’s been years since you gave it serious thought. There’s no better time than now to re-examine why you’re doing what you’re doing. Ask yourself the following questions:

What is my business mission? — Beyond simply making a living, what are my long-range professional goals? Do I wish to become the standard by which my competitors are judged? Is it my dream to help make the world a better place?
Where is my organization going? — Am I achieving my mission? Am I making plans to accomplish it? How can I change policies, procedures or personnel to improve my chances of achieving my mission?
What environment is my organization operating in? — What are the social, economic and technological trends that affect the way I do business and my progress toward my goals?
What are my core competencies? — What do I like to do? What is it that I do better than my competitors? Is my business mission compatible with my values and aptitudes?

I’ve seen too many business professionals and companies make the mistake of trying to be all things to all people. Starting out with the fundamentally sound goal of finding a niche that will make them successful, they go astray by changing direction every time a customer or associate suggests a new product or service. The mission gets lost in a frantic scramble for business before the original idea ever gets a chance to pay off.

So, even if you think you know your mission, it will serve you well to pause periodically, analyze your business and, if necessary, refocus on your mission and philosophy.

Let’s say that upon getting a business referral, you simply take down the name and contact information of the potential customer from the referral source. Sometime later, you call the prospect and introduce yourself: “Hello, Ms. Prospect, my name is John Businessman. Larry Source recommended I call you. I’m an accountant . . .”

Handling referrals this way, as you might expect, gets minimal results. Your chance of converting the referral into a customer will be greater if your referral source:

makes the initial contact with the prospect (his acquaintance) to assess her need and, if appropriate, alerts her that you will be getting in touch
sends the prospect background information about you and your business
lets the prospect know the nature of his relationship with you
gives the prospect a brief description and endorsement of your products or services
arranges to introduce the prospect to you
follows up with the prospect after you contact her.

Unfortunately, if you don’t ask your prospective referral source to do some of these things, he probably won’t–not because he isn’t willing, but because he doesn’t know how these actions could make a big difference, doesn’t have enough information about you or your business, or simply doesn’t know how.

Make it your goal to communicate to your sources the actions you wish them to take and then provide them with all the materials necessary to accomplish those actions. If you do this, I guarantee you’ll get better-quality referrals that will more quickly turn into actual business.

Business Networking

6 Ways Your Referral Source Can Turn a Referral Into a Customerstring(63) "6 Ways Your Referral Source Can Turn a Referral Into a Customer"