As a business owner you know who your biggest fans are… why not turn them into your customer champions too?
Customer champions can be your biggest fan via word of mouth driving in business, or a satisfied customer reviewing you on Yelp or Google Places. Finding the vocal clients that will champion your work and your company is important and something only you can do.
Statistically, only 11% of sales reps ask for client testimonials or referrals, when 91% of clients say they would be willing to give referrals.
An article in Business.com by Yoav Vilner stated:
“You’ve definitely got what it takes to amaze your clients and turn them into your biggest fans. It’s just a matter of taking personal care in assessing each client differently and evaluating their wants and needs. Surpass their expectations by integrating some of these ideas into your business plan and you’ll be sure to see a growth in your fan club.”
By no means should your customer champions be a higher priority when it comes to the integrity of your work, time, or resources over other clients.
Every client should receive your very best work. You simply need to distinguish the difference between the ones that will champion for you and the ones that will forget your name the second you finish working with them. Some clients are easily impressed and more vocal than others and make great customers for life. Some clients like reviewing companies on the Internet, others don’t know where to start.
In the same article, Vilner states:
“If you’re willing to go above-and-beyond to satisfy and impress your clients, it will pay off. You’ll see a growth in repeat business, they’ll refer you to their friends and colleagues, and they will publicly proclaim your efforts, which will result in a boost to your reputation.”
From an operations standpoint this means you must keep on your team involved in the brand building process. To do this, management needs to make it a priority to build and utilize the relationships team members have with customers that might be overlooked.
Imagine if you capitalized on all those missed opportunities for customer champions that would be spreading your brand and referring your services as we speak.