Let’s cut right to the chase here. If you want to significantly boost high-quality referral rates, you must impress clients from the very beginning of their interactions with you and continue impressing them indefinitely. It’s really as simple as that.
Here are the 3 key steps, I’ve used in my own business, to impress clients around the clock and get them to refer Hills of Africa Travel to others:
Provide exceptional customer service right off the bat. There have been so many times over the years that I’ve called a professional service company and have either never received a phone call back or heard back from them days later. That’s just not acceptable. Lag time in response can cause you to lose clients, which in turn could mean you are losing thousands of dollars!
So, lesson number one is that if you receive a phone call or email from a prospective client, you MUST follow up. And not within the next few days. You must follow up immediately. Check your email at least twice a day over the weekends to make sure you’re on top of any new inquiries, and check your emails continuously during the week. Ideally, you want to get back to your prospect the same day they sent you an email.
This shows that you are attentive and will handle their needs quickly if they decide to travel with you. So, right off the bat, you’ve made a nice impression by responding quickly.
Blow the client away before, during, and after their travels with you. One of the key factors in increasing referrals is impressing clients on a consistent basis.
The way you do this is by staying in constant communication with the client before they travel with you. For example, if a client is traveling with you in six months, be sure to follow up with them on a regular basis – usually once a month. This let’s the client know that you are thinking about them and are available to answer questions and ensure smooth travels.
Also, during the months before the client travels, be sure to send them pre-travel emails that spotlight packing tips, photography tips, visa and passport information, destination information, and whatever else they need that will prepare them for their journey.
When the client returns home from their trip with you, be sure to give them a call a day or two after they arrive home, asking how their trip was. You also want to come up with a follow-up email campaign for clients who return home from trips with you to ensure you’re staying top of mind to them!
Coming up with gift ideas for your clients before, during, and after they travel with you. Some of the most important times to give gifts to clients is right when they book (I like to call this my “Thank you for booking gift”), and as soon as they arrive to their destination (this could be a bottle of champagne or chocolates and wine waiting for them in their room). For VIP clients, consider giving birthday and holiday gifts for a little added touch.
Handwritten notes and gifts show personalized service, which shows clients that you will provide them with personalized travel experiences. This, in turn, will encourage prospects to share your services with their friends, family, and colleagues, since they fully trust your services and know their loved ones will be in good hands with you.
Discover more about the Keep in Touch Kit and how you can start dramatically boosting referrals today.