How can I get more referrals?

How can I get more referrals?

Some businesses depend on referrals more than others – in fact, the more valuable your customer transaction and lifetime value, the more important referrals are to you.

So, if you want more referrals, it’d be a good idea to get the process right!

Here are some rules:

  1. Be referable: you’ll only get referrals if you consistently act in a way that gets people talking about you for all the right reasons – and none of the wrong ones. (This is of course easy for us to say and much harder to do – for a simple powerful system on how to do this, please see my book ‘Great or Poor’).
  2. Continually mention in all your communication, your desire to do such a great job that you grow through referrals.
  3. Gather feedback using a quality professional system (not a cheap online one): if you want someone to go out of their way to refer you, you need to go out of your way to engage with them first.
  4. Split the feedback you get into 3 categories, using the net promoter system ®
  5. For the promoters, have a systematic approach to ask them for permission to ask them for a referral … you could perhaps call it an ‘introduction’ … don’t go charging in at the deep end, take it slowly.
  6. For the detractors and passives, have other systems which we talk about elsewhere.
  7. Know what type of referral you ideally need and have a set phrase to ask: something like: ‘We’re looking for people like you who want to [achieve result] without [issues that they’re worried about]’
  8. Take up the referrals professionally: have a set system and a professional manner.
  9. Follow up with the referrer and keep them in the loop.
  10. Have a quality ‘thank you’ system: maybe a specific gift, extra valuable service or special event.


For more information or a free e copy of my book ‘The Sniper Approach: how to get more referrals without the BS’, please contact us at



What is the ‘Net Promoter Score’ about?

What is the ‘Net Promoter Score’ about?

You’ll see a lot of people using and promoting the ‘net promoter score’. If you don’t know what we mean by this, you’ll probably have noticed an explosion of people asking one question of you in feedback systems:

‘How likely is it that you’d refer us to a friend or colleague’

The answer and scoring to this is the ‘net promoter score’.

Basically it asserts:

  • If people say ‘very likely’, they’ll probably be loyal and want to promote you to their friends
  • If people say ‘unlikely or worse’ they’re probably not loyal at all and could easily spread a bad reputation about you
  • If they’re in the middle, they aren’t loyal not disloyal, they’re ‘passive’

And this makes a lot of sense.

The trouble is that this genuinely excellent piece of work has been badly mishandled by the crowd in search of a quick fix (as ever), and is often used so badly that it had no, or fairly frequently, a negative impact (on both parties).

It’s a great question, but the key thing is to remember that any feedback is only ever of any use if it’s, proactive, systematic, high quality, engaging and enhancing.

And this is not the case with 99% of feedback systems we all see as customers.

If you want advice on how to get this right, please contact us at