Posts Tagged ‘Referrals’

When It Doesn’t Make Sense to Split a Seat In a Networking Group

Friday, May 18th, 2012

In my last post, I talked about why it’s important to not get too possessive of a seat in a networking group. But there are often two sides to a story, and that’s true here as well.

I’ve seen groups try to split a seat too finely. Like multiple residential real estate agents who serve different jurisdictions. Can it work? Yes, sort of. But the problem comes when a referral isn’t certain of where they want to live. What then? Who gets the referral?

The classic situation is the financial planner/insurance seat. I’ve seen groups try to split this four or more ways. Again, it can work if all the members are true specialists, but that’s not common.

Most financial planners also sell life insurance, disability insurance, annuities and sometimes even group health. Many property and casualty agents also sell life insurance and do financial planning.

So on the surface, it might look like a good ides to split the seat. But the guy who gets the life insurance referral isn’t likely to refer the financial plan to the planner. Resentment ensues, and the group is caught up in nasty politics.

Think carefully before splitting a seat. Interview all prospective members and ask if they can and will refer each other. Dig deep and don’t accept a quick, “Sure. Of course I will.” Ask how and when. Create some scenarios.

Like I said, it can work. But it can also be a disaster. No group wants to deal with ugly internal politics. I’ve been there. It usually doesn’t end well.

Networking Group Seat Territoriality

Wednesday, May 16th, 2012

If you’ve ever been in a single-person per profession networking group, you already know what I’m talking about. It’s when someone joins with a certain set of core services, and then gets very possessive of visitors or prospective members that offer ancillary services similar to the member.

A good example is a situation I faced recently. There’s a real estate agent in one of my networking groups. He’s primarily a residential agent, but he occasionally talks about commercial services since we don’t have a commercial agent in the group. I invited someone who offers a very specific set of property management services. I received an email from the agent telling me there was a conflict and I should have notified him before inviting my guest.

Huh?

Okay, leaving aside that person, let’s break this down, looking at both the good of the group, and the good of the individual member.

Real estate agents often specialize in either residential or commercial, although they occasionally cross and do the other type of business. Commercial agents, by the way, are sometimes dismissive of residential agents who dabble in commercial, and for good reason. I once sat in on a commercial agent sales meeting, and oh boy! They have their own language and rules.

Residential agents tend to work with consumers, and they are a fabulous source of referrals for B2C businesses, especially contractors, home stagers and personal organizers. Commercial agents, on the other hand, tend to work with business clients, like doctors, dentists, attorneys and restaurants. Great for the B2B businesses.

So splitting this seat benefits many in a group, and being territorial really doesn’t benefit anyone, including the agent. Often, a residential agent refers the business to a commercial agent in the office. That’s not a bad thing, but if I’m referring you and talking you up to my referral, I might be just a bit peeved if my referral gets handed off to a total stranger. Then I might not refer said agent again, which can be a bad thing.

It can take some time to tease this sort of thing out of a potential member, but it’s worth the time up front to take the measure of a person and carefully craft the core services. You’re much better accepting someone who isn’t territorial.

In my next post, I’ll look at the flip side. Defining a seat so narrowly that no one wins.

Automate Your Follow Up

Monday, May 7th, 2012

Isn’t being too busy to follow up a terrible problem to have?

Actually it is. When you’re too busy to follow up, you’re not on people’s radar screens and today’s busy turns into tomorrow’s slow down. I was meeting with a client recently who had fallen into that situation. She needed an easy way to stay “top of mind” with her referral partners, and she wasn’t interested in using social media or creating a newsletter. That was kind of too bad because both of those are good ways to “drip” on her contacts.

So we had to get more creative. I suggested SendOutCards, but not sending out just any cards. She’s a voracious reader, so I suggested she send out quarterly cards with books she’d read. Each card could have the book cover on the front, and the message would be a short review of the book. She loved the idea, and immediately started creating her card calendar for the rest of the week.

It’s different, fun and useful. (I told her I’d be delighted to get a card like that.) And the best part? She can automate it. Each quarter, she can sit down, create the card and schedule them to go out. She can stagger them throughout the quarter, if she’d like. And once they are scheduled, she can go back about her business, confident that she’s top of mind in her network.

The best follow up systems are the ones that don’t take too much time and effort and don’t rely on us remembering stuff when we’re busy. I think this system will work really well for her.

So get creative and have fun with your follow up!

Anyone else have a good follow up tip?

Oh, and feel free to steal the book review card idea. Just make sure you put me on your list!

Know Your Target

Friday, May 4th, 2012

Networking works best when you know exactly who you need to meet. You can figure this out in a couple of ways.

1. You can profile your target

I’ve written more completely about this in a previous post, but I’ll quickly recap here. Basically, you develop a list of the characteristics of your target, and then convert those characteristics into triggers that you seed through all your communications.

Note that your targets can be either people or organizations. Job seekers will often start by profiling their ideal organization and then refine their search to target key people in their target companies. B2B sales people will use a similar process, while B2C people will usually use this method of targeting for clients but will use the next process for strategic partners.

2. Target specific people

Using this method, you know exactly who are the individuals you want to meet. You can ask for them in your elevator speech, research them through LinkedIn and ask for introductions or use your existing contacts to gradually step your way closer.

See how job seekers will often start with the first method and then move to the second? It’s a very good way to find your ideal job. I’m coaching a client through this process now. She’s in Virginia, searching for a job in Taiwan. She has finished with targeting her ideal companies, and now she’s moved to finding people and reaching out to them to set up informational interviews using Google+ Hangouts. Good use of social media in her job search.

So that’s how targeting works. Anyone have a good targeting story to share? Or maybe we can help you network your way to your target?

Strategic Partnerships: What They Are. And Aren’t

Friday, April 6th, 2012

I’ve written before on this blog about finding and maintaining strategic referral partnerships. But some questions came up recently in a seminar, and I thought they was worth addressing here.

Always remember that true strategic partnerships are two-way. Both parties should be able to give and receive a comparable number of referrals. A good example of this is the partnership I had with a heating and air conditioning company when I still sold windows. We were addressing a similar need (comfort in the home), and we were doing it with different products. That gave us the ability to proactively uncover referrals for each other at a similar rate.

Now let’s take a different situation, for example a financial planner and an estate planning attorney. It’s an important relationship for a financial planner because his clients need wills and estate work. But there are LOTS more financial planners out there than estate planning attorneys, and attorneys generally get to clients once they already have a financial plan, so the referrals tend to flow one way.

It’s still an important relationship for financial planners, but they need to manage their expectations. They will be giving lots more than receiving.

So look at your relationships. Are you frustrated by some because they seem to be one-way? Examine the needs you both are serving and the point at which clients come to you. Is it a true strategic partnership, or is it more of a one-way referral stream? Knowing that allows you to make some decisions about whether to continue the relationship.

Anyone have stories to share about referral relationships that were (or were not) true partnerships?

Why Aren’t You Referring Me?

Wednesday, March 14th, 2012

Does this story resonate with you?

A friend of mine does home improvements, including large jobs like kitchen and bathroom renovations. He had been getting a lot of referrals from his networking group, especially from the real estate agent. Then slowly the referrals dried up, even from the agent.

What happened? He’ll never know for sure, but he thinks it went something like this.

One of the chapter members asked for a quote for a project. Joe (my friend–not his real name) gave him a quote. The member’s reaction? “Joe, you’re pretty pricey.”

Soon after that, the referrals dried up. Joe assumed the chapter member spread the word that “Joe’s kind of expensive.”

Joe lost a lot of referrals, including a year’s worth from the agent, who has finally started referring him again. Why did she finally start again? Because the cheaper guy she started referring screwed up one too many times.

Is Joe “pricey?”

Good question, and the answer is “yes” and “no.” Joe’s prices are competitive for the quality of work he does, so no, he’s not “pricey.” But home improvements are expensive, and Joe has to deal with sticker shock all the time. Joe’s chapter member didn’t know what the job should cost, so he was surprised by the price and assumed it was high.

Any of you could find yourself in a similar situation, especially if you are in a business where many of your clients aren’t educated about how much you should cost.

What can you do?

First, accept that not everyone will refer you. Some people have a friend or fourth cousin six times removed who does what you do, for less. And other people are just cheap and won’t be educated that you are worth what you charge. Forget about them.

What about the rest? They need education. Don’t wait until someone gets a quote from you to address the price issue. Talk about it in your one on one meetings. Bring data to back up why you are competitive. Give some ranges of pricing and explain why that’s what your services cost.

But that’s your words. How about using someone else’s? Bring satisfied clients to your networking group and ask them to talk about your pricing. If you can get a client to say, “Yeah, I thought Joe was expensive but then I shopped around, saw what cheaper would get me, and wow, Joe looked pretty reasonable after that.”

Education is the key. You have to educate your clients on why your prices are competitive. Don’t forget to do the same education with your network.

Anyone else have a similar story to share and how you overcame it?

Knowing Your Market Is Key

Friday, February 3rd, 2012

I just finished a one on one meeting, and it was fantastic. I had been apprehensive because I hadn’t been sure how I could refer his particular business, but he quickly relieved my fears.

Turns out he has a second business, and he has very clear goals of who he’s marketing to, why, and the value for individuals in that market segment. Turns out I am marketing to the same segment (real estate agents), and when I mentioned that, he pulled out a flyer specifically showing how his product can bring them more business.

How cool is that? I’ve got several referrals I can work on for him, and I’m excited to get on with it.

The lesson here? Know your market. Know why you are marketing to them. Have a plan to approach that market and have key value statements. It won’t just make it easier to refer you. It’ll also give you clear actions to take to approach and sell to them.

Well, I need to get to work. I’ve got referrals to arrange!

Customer Service and Referral Follow Up

Monday, November 7th, 2011

Yeah, they are sort of related.

If you’ve been reading this blog, you know that follow up is one of the most important elements of a good networking strategy. Customer service is another piece of following up. I had a couple of good experiences recently, and I wanted to share them as illustrations.

1. Referral Follow Up

I recently had the make the phone call you never want to make. I had to call a friend to tell her the referral she’d made for me had gone south. The person she referred completely dropped the ball, and I hated to tell her, but she needed to know.

Her response to me? “I’ll get on it right away, call him and see what I can do.”

Awesome! It’s exactly the right way to handle it. She didn’t make excuses for him. She did ask me a few questions to make sure she understood the situation, and off she went. Now, we’ll see if her butt kicking has any effect. ;)

2. Sales Follow Up

In another example, I was having trouble with logging in to my account for a particular service. Keep in mind that this is a network marketing type company, so my salesperson was just that, sales. He doesn’t know or get into the technical side. He wants me to order product so he gets his cut.

But he’s a good guy, and I thought maybe I was making a simple mistake, so I called him. He tried to troubleshoot. No good. Did he tell me to call customer service and see if they could help me? No, he went one better than that. He called customer service himself and set up a three-way call.

Awesome service! I felt special and cared for, and he learned valuable information in case another client calls with the same problem.

That’s how it’s done, folks.

When you pass a referral, do your best to make sure it all works out. You can’t make people do their jobs, but you can and should touch base with all parties to make sure everything went smoothly.

When you’ve sold a product, even if you’re not responsible for fulfillment, ordering and all that, it’s still good to maintain contact with the customer. Setting up a three-way call is an excellent way to ensure everything goes smoothly.

Anyone else have a good follow up story to share?

Niche Your Way To More Business

Friday, July 22nd, 2011

The title may sound counter-intuitive, but I think if you consider your niche well, you’ll find it to be true.

Yesterday, I was having lunch with a new coach, and we started talking about niching. She wasn’t sure what niche she wanted to target, and as we talked, I mentioned ADD coaching and coaching for people with Asperger’s Syndrome. She’d never thought of those, and she has skills in working with both communities. It sounded like she’d be perfect.

What was the benefit for her in targeting those niches?

1. They are clearly defined and easy to describe

Rather than saying she’s a life coach or even a life coach specializing in working with disabilities, she’s narrowed the disability. She can create clear triggers to generate referrals. She can target specific strategic partners and show her value in working with people with those disabilities. I’ve repeated again and again the importance of being specific.

2. Those niches opened up a market she hadn’t considered

Both disorders are being diagnosed more in adults, and many of her targets are bright, well-educated and successful. In other words, they have the money to pay for her services. And a strong need for coaching. She should have an ample pool of potential clients to target, and most of her competition is not targeting them, which gives her an advantage.

3. She is passionate about helping them

She had said she wanted to work with people with disabilities, but she was concerned about finding paying clients. She had family members with both disorders, so she’s highly interested in working with them. Isn’t it nice when working with your passion can also make a living?

Look at your client profile. Can you develop or describe a niche that feeds your passion, works to your strengths and isn’t what your competition is targeting? If you can, you’ll have more business and be happier serving your clients. Not a bad situation, eh?

Think Outside The Box!

Monday, July 18th, 2011

I met with someone last week, and we started talking about other businesses that could refer him. He said there weren’t any. I showed him that there were. In fact, I came up with several.

Strategic referral partners are tough to find. Good one are even tougher, but they are worth it. When you find and cultivate a few of them, you’ve got a mobile sales force of people looking for referrals just for you. And naturally, you’re looking for referrals for them.

But you have to get creative. Your competitors are already wooing the obvious ones. How do you find the less obvious ones? Follow the money.

Who else do your clients pay each month?

This is the easiest one to research because you can ask your clients. Talk to them and find out who else is marketing to them and what services they purchase/hire on a regular basis. Then ask for the introduction. Your client should be happy to introduce you, assuming he or she is on good terms with you and the other service provider.

Once you’ve been introduced, get to know the person. Discuss strategy. Are there any specific questions you can both ask your client to uncover referrals for the other? Make sure you are both clear on what is a good client. And what is a bad one.

Then refer each other. It may take a while to find the right people, but when you do, you’ll have a new referral source, motivated to work to find business for you.

And best of all? Your competitors are blissfully ignorant because they didn’t think outside the box.