How to ask a happy customer for a referral
Customers who liked your work often know someone who needs the same job. Here's when to ask, what to text, and how to thank them when it works.
A customer who's happy with your work might have a neighbor, a coworker, or a family member who needs the same job done. Most of them won't think to send that person your way unless you ask.
Asking for a referral doesn't need to be awkward. It works best when it's short, well timed, and easy for the customer to pass along.
Ask when they're happy
The best time is right after the customer tells you they like the work. That might be during the final walkthrough, when they pay, or when they text you a thank-you.
If they're not happy yet, wait. Fix what needs fixing first.
Ask in person, then follow up by text
In person, keep it to one line. Something like "If you know anyone who needs this kind of work, I'd really appreciate you passing my name along."
Then send a text the same day. A text is easy for them to forward, and it puts your number and website in their phone. Here's a sample you can adjust:
Hi [customer name], thanks again for having us out today. If you know anyone who needs [type of work], you can forward them this text. My number is [phone] and our website is [website]. Thanks, [your name]
Keep it to one ask. Don't add a review request and a referral request in the same message. Pick the one that matters more for that customer.
Make it easy to pass along
The customer's friend will probably look you up before they call. Make sure your website and Google profile show the same phone number, the towns you serve, and the services you offer. If you have a page for the exact service you did, link to that page in the text instead of your home page.
Decide if you'll offer a thank-you
Some owners give something back when a referral turns into a job, like $X off the customer's next service or a small gift card. Others just send a thank-you note. Either is fine.
If you offer something, keep the rule simple and say it up front, for example "$X off your next visit when someone you send our way books a job." Only offer what you're ready to give every time.
Ask new customers how they heard about you
When a new customer calls, ask how they found you. If they name a past customer, write it down. That's how you'll know who to thank, and over time you'll see which customers send the most people your way.
Thank them when it works
When a referral books, let the customer who sent them know. A short text is enough:
Hi [customer name], [new customer's first name] called us this week and we're booked to help them. Thanks for sending them our way. [your name]
People like hearing that their recommendation helped. It also reminds them you're the person to send their next friend to.
If you want a website that makes it easy for a friend of a customer to find you and call, talk with Hexacomb. You run the business. We take care of your website.