When people refer business it’s incredibly important to acknowledge that in some way.
We have experimented with vouchers and the odd hamper but we really wanted to do something that would capture people’s imagination and make them smile. So we’ve decided to say “thank you” with chocolate!
Currently around 24% of our business comes from referrals and it’s business we will never take for granted. You can’t really persuade people to refer by dangling carrots (or money!) and in any case people won’t refer business unless they are confident in you as a provider.
Telephone answering is a personalised service, there is a level of trust involved in being the first point of contact for businesses and that trust extends to taking messages accurately and can also include managing diaries and booking appointments. So it’s the type of service that you’re not going to refer to people unless you’re truly confident. We feel very honoured that people regularly refer business to us and we thought that it was high time we had something in place to thank those people.
Vouchers haven’t worked for us. I think one of the reasons is that there is a defined value with a voucher and also what is appropriate? What type of voucher and for how much? Some people might feel that £25.00 is too little and some people might be happy with that, it’s a tricky area.
The truth is that the value of each piece of business will be different. Also it’s important that the telephone answering client stays with us for a minimum of 3 months so we can guage how many calls are likely to be handled in a typical month. From there it’s quite difficult, if not awkward, to go back to the person who referred the business with a voucher for a specified amount.
So in bashing this idea around, we decided it was best to turn to chocolate! We hope that this encourages people to continue to refer to us and it will make people smile, and we love making people smile!