Employing a Winning Referral Strategy
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“How do you get your work?” It is a simple question I ask lots of people. Funny, I undoubtedly get the same answer every time. Referrals. The second question seems natural: “Why do they refer to you?” This answer is increasingly unclear to most people. They know they get work from referral sources,…
It’s About the Service, Not the Pledge
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At the LSSO conference in Boston this summer, I heard this fantastic quote that has stuck with me: “It’s about the service, not the pledge!” This is so true! How many times have I looked at websites, read brochures, heard radio ads and spotted a “service pledge” addressed to clients? They proclaim that the service…
I had two great service moments that I feel compelled to share. Not because the acts were particularly profound, but because they made me pause for just a minute and feel good about the businesses I chose to patronize. It has been a while since I have had such positive customer service experiences. All the…