Sunday, May 20, 2007

Part 2 - Managing referrals

So you want to manage your referrals but not sure where to start?

The first most important stage is gathering and storing your customers information. Keep it as brief as you can, but make sure you get their name, contact details and what they bought (and when). This enables you to manage the loyalty programme, help with their guarantee and contact them about other products or services they might also be interested in.

Make sure you comply with Privacy Act legislation.

But don't just expect to get the information for nothing - give them something in return.

For instance you could say "We offer customers who join the free loyalty programme an additional guarantee of ....".

You could then add: "If you are happy with your purchase/ my service, all I ask is that you tell your friends and family. If they buy from me, they will receive ... and I will send you ... to say thanks. Just tell them to mention your name ."

Look after your loyal customers and they will look after you.

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