The next vital steps when a potential client calls you directly should be:
1. Ask how they found out about you. Many times these people will have been referred by someone to you. The referrer could be a previous happy client, a friend, a family member or simply someone in your sphere.
2. Acknowledge the referral. I don’t particularly care how you do this, just make sure you do it and do it immediately! If someone has taken the time to favourably speak about you to someone then the least you can do is pick up the phone and say thank you. Perhaps you might send a thank you card. If the referral warrants it – maybe a small token of your appreciation like a gift.
Take real estate agents for example, a referral of a client to them can mean thousands of dollars. Don’t be the person who doesn’t bother to find out where the referral came from. Even worse, don’t be the person who knows but does not acknowledge it.
The call you should always try and avoid is the one where a referrer has to ask you if you received their referral. It’s insulting to the person who referred the client that you haven’t thanked them and it’s no way to ensure they’ll continue speaking in such glowing terms about you!