First, the three best opportunities for customer reference.
1. When the customer decides to buy your product.
2. When you do something for a customer, the customer thanks or appreciates it.
When your products and services are recognized by customers, you can ask them to recommend them.
2. Four points for attention in customer recommendation.
1. The service is better than the customer's expectation. Sincerely serve customers. Customers will be willing to introduce them to you when they are satisfied.
2. Let customers know more about the value of your products and services, so that the recommended value of customers will be more and the success rate will be much higher.
3. Let customers get more benefits from referrals and draw up customer service plans. Designing a plan to give back to customers is a good way to attract more customers' reference.
4. Don't underestimate the power of customer connections, and don't judge the value by how much customers spend. Sincerely serve customers and firmly believe that it is a matter of course to be recommended.
Third, continue to pay attention to and track services.
After-sales service is an important factor in the referral of old customers. In addition to providing routine daily maintenance, we also need to increase the "value-added" return. For example, after the renovation is completed, we will conduct regular "physical examination" for our customers every year and provide free related services, such as the sanitary service of the whole kitchen and the free installation of some household appliances.
In the current market situation, it is common for some customers to buy houses repeatedly, so the customer service specialist-must follow up regularly to understand the customer's progress, take the initiative to ask the customer's situation by telephone, door-to-door, invitation to activities and so on, and follow up accordingly.