When Your Communication "Sings," Your Business Soars! ™

“Is your business a jerk?” or “How to double your referrals in 30 days.”

Wednesday, October 26th, 2011

What difference would it make to your business if thirty days from now you were getting twice as many referrals as you are today? In this post, I’m going to tell you how to make that happen. But first, a question:

Who are you more likely to refer a friend to, someone you really like or someone who’s a jerk? The answer is obvious: You refer the person you like. And therein lies the key to doubling your referrals: Don’t be a jerk.

“That’s great news,” you say, “because we’re NOT jerks!”

Don’t be so sure. From the customer’s perspective, most businesses are. They’re self-absorbed, uncaring, and greedy.

“But we’re not like that,” you protest. “We really do care! How could people possibly think that?”

Easy. Pretend I’m your customer. Here are some common experiences I have of your business:

- Your website talks about your “Amazing!” products, services, and credentials rather than my problems.
- You talk to me in terms I don’t understand.
- You try to sell me things without finding out what I really want and need.
- I’m feeling nervous, unsure, frightened or frustrated but you don’t notice or care.
- When I call or come to your office it feels like I’m putting you out.
- You’re always trying to sell me something more.

See? Self-absorbed. Uncaring. Greedy. In other words, your business is a jerk. Sorry. No wonder you’re not getting more referrals!

What’s really going on here is that your words and actions are sending major “disconnect” messages to your customers. The three messages people need to “hear” in order to feel connected to you are, I respect you; I understand you; I care about you. But the behaviors above send the opposite messages.

Here’s a simple solution – and this is the key to doubling your referrals:

1) Think through every interaction/experience your customers have with your company.

2) For each one, ask yourself these questions:

- Are my words and actions sending the messages, respect, understand, care?
- If not, what can I do differently to send those messages?

3) Do whatever you come up with.

4) Repeat.

Evaluating your customer’s experience from the respect/understand/care perspective will transform your business. Customers will actually like you (your business) – and maybe even love you – rather than thinking you’re a jerk. Most important, they’ll start telling their friends. Voila!  You’ll double your referrals – and then some!

For the next thirty days, take a good look at all the messages your business sends. Cut out any disconnects. Start sending the three connecting messages. Thirty days from now your business will be operating at a whole new level.

Tags: business communication, Communication, communication advisor, communication training, customer service, customer service training, dental communication, leadership training, patient communication
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