The Referrals Accelerator Framework

There is loads of stuff written about this kind of thing. Tools like The introduce a friend card and double incentives, one for the regular client and one for the newbie, but that's not what I am covering here.

Sometimes when we rely on a tool or prop it can be too easy to expect the tool to do all of the work, which makes it easy to not do anything, and as a result nothing changes. What I am suggesting is to start making the most out of your strongest client relationships.

In our recent workshop I asked everyone to vote yes or no to “would you like more referrals” and everyone said yes.

So given that we all love personally recommended new clients, and would like more of them, why are we not more proactive?

Think about it. How many clients did you hear your team ask for a referral today? Then be really honest. How many did you ask? If you run a salon and still work with clients, you must lead by example. If you ask your team to adopt something new, and don't do it, you are essentially saying it's OK not to bother.

Watch the Video Here

So here's a framework you can teach to your team, and use yourself to make it easier.

1. Step 1: Plan your day. At the start of every day look at your column of clients and find the ones that are closest to your perfect client profile. The clients who are booked for the work you enjoy, use the products you recommend and are nice and easy to look after.
2. Step 2: Ask For Help During the appointment (ideally not at the end) find a convenient place in the conversation and ask your client if they would be happy to help you with something?

Then have a story ready:

Explain you are looking to attract more new clients because… Could be a new starter, a recently qualified team member or you might just be an ambitious individual looking to grow your business and what is not to be admired about that?

So you tell your story and follow with, and I would be so grateful if you could pass by card or recommend me to a couple of your friends or family you think might enjoy coming here.

Remember. These are your perfect clients! You like them! They like you! They are going to say yes!!

Some of them will say yes and have no intention of helping. So what. Some of them will leave with good intentions, and do nothing and some will recommend you and you’ll get a new client.

3. Step 3: Welcome new client and thank existing one.

Record where the new client heard about you and make a note of the regular client who recommended you. When the new client comes in, roll out the red carpet, give them your absolute best and talk about the person who recommended them to you. It gives common ground and you’ll build a stronger connection more quickly.

Then thank your regular client. You might send a handwritten thank you card through the post? You can phone and thank them (or more likely leave a voicemail)? You could email or text. But If you do send something digital make it Uber personal! Include both your existing clients' and the recommended clients' name. Whatever you do, make sure that your client thinks this is personal from you to them and not a “send to all” template.

Is this worth it?

Let’s assume you do this and get just 1 referral a week, and 50% of them become regular clients. After a year you’ll have an extra 26 clients a week which may well be more than you can cope with. Surely that must be worth adding a little variation to your conversation with your favourite clients of the day?

Good luck!