Product Tips
Tactics with Referrals Keeps Clients Happy and Increases EngagementsBy: Robert Spencer
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Editor's Note: We frequently share technology articles from "Dr. Bob" Spencer, who has devoted much of his career to the intersection of technology and accounting practice. His tip on dealing with referrals applies to all accounting professionals.
Situation
Potential clients often ask for referrals, but your approach in how you deal with such requests affects your existing clientele.
Response
Establish a Referral Policy. Because much of the consulting provided by our firm is strategic to our clients and provides us access to client confidential and private information, we do not publish a list of our clients. We do not refer to them unless we receive
- A specific request for referrals from a prospective client.
- Specific permission from the existing client to be identified.
Frame the List of Referrals. We include this prefatory comment in our listing, when pressed to supply it:
"The following clients have agreed to comment on our services and to be listed. Additional referrals may be provided if needed."
As this paragraph states, I have clients who do not want their competitors to know I work for them. The statement is important, because discretion is one of the added benefits I sell to my clients.
Another Tactic. If someone really insists on referrals, I use public or governmental organizations I have done work for, and a few trusted clients where I have contacted them before hand and ask if I can give their name as a referral.
Added Benefit of Asking Permission. As a side note, nearly every time I call a client to ask if I can give their name as a referral, I end up with an engagement to come back in and do some additional work for them. Think about it.
Dr. Bob Spencer is a well known writer, lecturer and business consultant. Visit him at Twenty Seconds in the Future at www.tsif.com, or contact him at drbob@tsif.com. Bob also presents Continuing Professional Education seminars throughout North America for K2 Enterprises, www.k2e.com.
Last Updated: 06/21/2007
