When it comes to service, you can deliver expectations, exceed expectations, or if you are up for it, amaze your customers. One of the most fruitful ways to generate quality referrals right and left is to leave our customers with jaw-dropping service and gestures.
Here is a personal example: Six weeks ago I became a grandfather for the first time. My financial planner knew about the new addition, and acknowledged it. But he didn’t stop there: He gave us a gift. It was a custom-made book dedicated to my grandson. Page one started with Levi’s picture, and the proceeding pages colorfully acted out each letter of his name with animals. (e.g., Leopard, elephant, viper, inch-worm). Last night my wife read a book to Levi for the first time and it was that book. 6-week old Levi was totally engrossed and fascinated by the book as Grandma dynamically read each page. It was a hit! How did our financial advisor (Jim) get a picture of our grandchild to make that book? It was easy. He got it from a text I sent on my I-Phone. Grandparents love to brag to everyone!
After the book-reading experience, I reflected on what an excellent gift that book was. The gift demonstrated to us that Jim cares for us and is eager to give us extra effort. I can’t wait to give Jim another referral. As it turns out, Jim has reached a point where he doesn’t need to prospect. He doesn’t have time. He is too busy following up on quality referrals. When was the last time you amazed a customer?
