How referable are you? What do your customers/ clients say about you when you’re not around? What do you proactively do so well that your customers would never replace you, and want to ensure your future success? Well, there is a formula, no not a checklist, but some proven attitudes, behavior and techniques that you can begin to incorporate today and never stop doing. You ready? The credit goes to Dan Sullivan, author and creator of the Strategic Coach program, and one that I was a client of for 5 years. They are:
- Show up on time
- Do what you say you’re going to do
- Finish what you start
- Say please and thank you.
You may say “not very insightful, or very simple.” Yes, very simple, but so hard to live, and the deeper you dive - very insightful! Let’s look at each one and dig deeper.
Show up on time. This is more than being respectful of being present on an appointment at the designated time. If late I call to say I’m running late. Even more so it means (especially in the world of Sandler clients) I’m ready to engage the principles of Sandler. Strong, mutually respectful upfront contracts, a real passion for understanding the problems, reasons for the problems and impact of the issues (Pain). I discuss budget and decision process when appropriate. I play like a champion- the motto of Notre Dame Football team when they take the field.
Do what you say you’re going to do. We live in a world where talk and voice mail is fast and cheap. Tougher to live up to promises and commitments that we make. Not only to others, but promises that we make to ourselves too. Oh yea, those promises that no one knows but you.
Finish what you start. Here’s a tough one; how do you know your clients are getting 100% of the value they bought from you? If so, I promise you don’t have to worry about referable introductions. Do you keep an A/B journal and track your daily/ weekly dash board; those behaviors that lead to your highest success? What projects do I have that are undone- personal and professional? By the way, you can ask the same of your prospects who have not committed to you by going for “no.”
Lastly, say please and thank you. I hope you see these rules apply personally as well as professionally. Does every email I write have please and thank you? Please and thank you are in up front contracts, getting permission to ask questions and thanking for honesty from a prospect or client. The post sell step has plenty of opportunity to thank customers for continued business and introductions even when they may not have referred anyone yet. It’s like a bank; I have to make deposits in order for my account to grow. In fact the rule is: “You lose more business by deprivation than by raising your price,” meaning - if I do not show the common every day courtesies to others my trust level and hence my referability diminish.
Here’s your exercise if you choose; take each of the four habits and come up with three ideas each on how you can apply these habits to your clients, prospects and those in your personal world. Trust me the payoff will be huge. Please remember that the brightest most skilled people don’t get referred because of their arrogance. The talented are not referred if they are erratic and inconsistent, and the charming are not referred because they are not dependable. Make these four habits a part of your character and watch how you work less at prospecting and enjoy the fruits of your labor.
Please pass this on to a friend and tell them about your Sandler experience. Have I earned the right to be referred to your best relationships that fit what we do? If not, I would like to know what I could do for you to earn this trust.
Good selling,
Jim Dunn
Sandler Trainer
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