The Secret to Earning More Referrals: Master Client Communication

By Dipa Gandhi

 

 

Read it to me! Click the video below.

 

Referrals are one of the most cost-effective ways to grow your home service business. But here's the problem: you might be providing excellent service, but if you're not communicating well with your clients, you're leaving a lot of potential business on the table.

Many contractors, from roofers to electricians, assume that just doing the job right is enough to earn referrals. Unfortunately, that's not always the case. In fact, poor communication often stands in the way of clients referring your services to others. Clients don't always know how to share their positive experiences, and they certainly don't feel compelled to do it unless you give them a reason.

The Impact of Poor Client Communication

Consider the example of Mike, a landscaper in a small town. Mike was highly skilled and always delivered quality work. However, he never followed up with his clients after completing a project. He assumed that they were happy and that word of mouth would naturally bring him more business. Yet, despite his best efforts, his phone wasn't ringing as often as he had hoped. He wasn't getting referrals.

It wasn't until Mike started taking the time to communicate with his clients post-project that things started to change. He called each client a few days after the job was completed to ask if they were satisfied. He also sent thank-you notes and encouraged them to share their experience with friends. Within months, Mike’s referral rate skyrocketed.

Why? Because he created a clear channel for communication. His clients knew he valued their feedback, and he made it easy for them to refer others.

How to Master Client Communication for Increased Referrals

Effective client communication is not just about talking; it’s about building relationships. Here’s how you can take charge of your client communication to encourage more referrals:

• Follow up promptly: Always check in after the job is done. It doesn’t have to be a long conversation, but a quick phone call or email shows that you care about their satisfaction.
• Ask for feedback: Don’t assume your client is happy; ask them directly. Use open-ended questions like, “How did we do?” or “What could we have done better?”
• Make it easy to refer: Create a simple process for clients to recommend your services to others. For example, send them a referral link or offer incentives for successful referrals.
• Express gratitude: A simple thank you goes a long way. Whether it’s a thank-you card or a small token of appreciation, make sure your clients know you value their support.
• Stay in touch: Keep the relationship going even after the job is complete. Send occasional updates or seasonal reminders that remind clients of your services.

Learn more about why customer follow-ups are important.

Real-Life Example: How Good Communication Boosts Referrals

Take the example of Sarah, a local painter. She was struggling to get more referrals despite doing great work. After realizing she wasn’t engaging enough with her clients after the job, she began following up. A few weeks after each project, she would send an email or text to check in and ask for feedback. She also started asking her clients if they knew anyone who might need her services. As a result, Sarah saw a 40% increase in referrals within just a few months.

Sarah’s success didn’t come from offering better discounts or overhauling her services—it came from communication. She built relationships, made her clients feel valued, and, most importantly, she made it easy for them to refer her.

The Bottom Line

Mastering client communication is about more than just completing the job; it’s about nurturing relationships that last. If you want more referrals, focus on how you communicate with your clients before, during, and after the project. By making small but consistent efforts to engage with them, you can significantly increase the likelihood that they will refer you to others. After all, a satisfied client will always be more inclined to recommend you if they feel appreciated and heard.