Volume 10, Issue 2 - March/April 2008

Side Lites
guest opinion

How To Get Referrals
by Bob Theriot Jr.

Question: I’m wondering, what’s the best way to get my existing customers to refer business to me? —Jim P., Kansas City, Mo.

Answer: Great question, Jim. There’s two types of referrals, solicited and unsolicited. Both are okay, but the best are the unsolicited type. To answer your question shortly and sweetly, to get more referrals, make your customers happy! And how do you do this? You make your customers happy by providing the best possible service to each and everyone of them. Go the extra mile when servicing their vehicles. For example, instead of just cleaning the windshield after you have installed it, continue to clean every glass on the vehicle. The few extra minutes you take to clean the rest of the windows will pay you back tenfold. If you give your customers the “wow” factor when dealing with them, they will tell everyone they know about you. 

For your own account customers or companies you provide service for regularly, become an extension of them. Get to know their needs and find out what you can do to make their jobs easier. For example, when you’re called out to replace a backlite at a body shop, inspect the entire car and look for other glass damage. 

Bob Theriot Jr. serves as sales & marketing manager for Southwest Auto Glass in El Paso, Texas. Mr. Theriot’s opinions are solely his own and not necessarily those of this magazine. 

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