Beyond Referrals Read online

  Reichheld, Fred, 6

  Rejection, dealing with, 217–220

  Relationship-oriented communication style, 173

  Relationships:

  with clients, 20–22, 24–25, 83, 100

  with prospects (see Courtships with prospects)

  of prospects and referral sources, 84

  Relevance, 201

  Reluctant referral sources, 55–56

  Reminders, 86, 156–157

  Reports, free, 126–127

  Reputation, 18

  Research, 108, 115–117, 143

  Resource, presenting yourself as, 134–135

  Responsiveness, 18

  Return calls, increasing probability of, 146–147

  Rigg, Alan, 219

  Riley, Lorna, 62

  Rischall, Ben, 54

  Saeks, Ford, 69, 76

  Safety:

  of asking for referrals, 10

  of introductions, 82–83

  Sales:

  closing, 5, 165, 216, 224

  confirming, 5, 165, 224

  size of, 3

  Sales Authenticity & Success Mastermind, 34, 119

  Sales pitches, 103, 127

  Sales process, 185–196

  asking permission in, 221

  and benefits of referrals, 3

  brainstorming in, 164, 190

  closing the sale in, 5

  decision makers in, 190–191

  desired outcome of, 189

  invitations in, 164

  moving process forward, 188–189

  permission in, 164

  persistence in, 191–195

  practicing aspects of, 228–230

  questioning in, 178

  selling processes vs. products, 185–187

  transparency in, 187–189

  and walking away from business, 195–196

  Sandler, Dave, 13, 160

  Sasevich, Lisa, 34, 119

  Satmetrix, 6

  Scarce-resource approach, 158

  Scarcity mentality, 195

  Scheduling:

  of next appointment, 132, 156, 188

  of prospecting calls, 140

  Schriver, Kevin, 54–55

  Scripts:

  phone call, 135–136

  voice-mail message, 144

  Search engine optimization (SEO), 67

  Self-serving verbiage, 143

  Selling, views of, 164–165

  Selling to Big Companies (Jill Konrath), 142

  SendOutCards, 22, 36, 151

  SEO (search engine optimization), 67

  Service, 27, 169–170

  76 Ways to Build a Straight Referral Business ASAP! (Lorna Riley), 62

  Share buttons, 70

  Simoes, Nelson, 28

  Skype, 148

  Small talk, 173

  Smith, Murray, 8

  SNAP Selling (Jill Konrath), 145, 154

  Sobczak, Art, 204

  Sobel, Andrew, 177

  Social events, 58, 154–155, 159

  Social media, 67–77

  and blogs, 69–70

  Facebook, 74–76

  LinkedIn, 70–72

  recommendations on, 68–69

  Twitter, 72–74

  and your website, 67–68

  YouTube, 76–78

  Social time, in educational events, 110

  Solutions, providing, 180

  Special reports, 124

  Specialists, 121–122, 199

  Staff, 231–232

  Storytelling, 118, 205–208

  Success, messages about, 22–23

  Successful Cold Call Selling (Lee Boyan), 180–181

  Suggestions:

  making, 223–224

  of referral prospects, 42–43

  Sullivan, Brian, 208, 210

  Surveys, client, 63–64, 125–126

  Tamberells, Erin, 30

  Target lists, for referral sources, 59

  Task-oriented communication style, 173

  Teaching:

  about your value proposition, 211–212

  building trust by, 174

  at passion-based events, 112

  of referral methods, 31–33, 57

  Technology, online appointment, 149

  Telephone Sales for Dummies (Dirk Zeller), 119, 121, 131–132, 135, 178

  Templates, introduction, 91–94

  Tension (four T’s of referrals), 13, 14

  Testimonials, 124–126

  Text messages, introductory, 92–94

  Thanking clients:

  appreciation marketing, 21–22

  for referrals, 35–38

  sending reminders by, 86

  Themes, Client Attraction Stories, 207

  Think and Grow Rich (Napoleon Hill), 15

  Third-party endorsements, 124–126

  Time frame:

  for acting on referrals, 87–88

  in four T’s of referrals, 13, 14

  for introductions, 85–86

  Timing:

  of actions by prospects, 153

  of introductions, 192

  objections about, 219

  of referral requests, 50–51

  Tracy, Brian, 165, 216

  Training sessions, dealing with rejection in, 220

  Transaction (four T’s of referrals), 13, 14

  Transformations, 205

  Transitions, rapport-building to business, 136–137

  Transparency, 187–189

  Trust:

  borrowed, 2–3, 12–14, 80, 167

  false, 174

  in four T’s of referrals, 13, 14

  and referability, 18

  and service, 169–170

  Trust building, 167–183

  by asking questions, 168–169

  and assumptions, 172–173

  and communication styles, 173–174

  by discussing expectations, 171

  at events, 100–101

  and knowledge/expertise, 174

  by leading with value, 169–170

  by listening, 169, 173

  by problem solving, 175

  by telling the truth, 170

  value propositions, 171–172

  Trusted peers, 143–144

  Truth-telling, trust building and, 170

  Tweetchats, 73

  Twitter, 72–74, 92–94

  Unpleasant referral prospects, 195–196

  URL conversion (for tweets), 93

  Value:

  leading with, 169–170

  recognition of, 18, 43–45, 50

  (See also Added value)

  Value discussions:

  in introductions, 83–84

  with orphan accounts, 62

  trust building with, 171–172

  in VIPS Method™, 41–42

  Value proposition, 197–213

  belief in, 83

  benefits of benefits in, 203–205

  choices in, 212–213

  and Client Attraction Stories, 205–208

  conviction in, 199–200

  differentiating yourself with, 200–201

  enthusiasm and belief in, 197–199

  and free samples, 211

  for friends and family, 52

  language for, 119–120

  and prices/fees, 208–210

  sales based on, 5

  teaching prospects about, 211–212

  transformations in, 205

  in voice-mail messages, 143

  your “why” in, 201–203

  Value-centered persistence, 193

  Venues, event, 103–104

  Vickers, Michael, 11–12, 168, 224

  Video blog (vlog), 70

  Video conferences, 148–149

  Videotaping, practice session, 229–230

  VIP lists, 155, 159–160

  VIPS Method™, 41–43, 60, 190

  Visual aids, 148, 174

  Vlog (video blog), 70

  Voice, e-mail introduction, 91–92

  Voice-mail messages, 88, 136, 142�
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  Walking away from business, 195–196

  Warm research, 116

  Web presence, 67–68, 128–129

  Webex, 97, 149

  Webinars, 96–97

  Websites:

  engaging prospects with, 149–150

  landing page of, 95–96

  testimonials on, 124–126

  Twitter links to, 73

  visibility of, 67–68

  in your body of evidence, 124

  Weiss, Alan, 17–18, 223

  “What’s important to them” strategy, 134

  Whitley, Bill, 117–118, 182–183, 204

  “Why,” your, 201–203

  Wilks, Bill, 6

  Word of Internet, 67 (See also Social media)

  Word of mouth:

  and business growth, 8

  connections from, 61

  and promotional items, 33–34

  and referral culture, 6

  stimulating, 39

  Word Press, 96

  Wow Line (Client Conversation method), 118

  Wyatt, Tommy, 21

  Yahoo, 117

  YouTube:

  stimulating referrals with, 76–78

  and web presence, 68, 128–129

  Zeller, Dirk, 119, 121, 131–132, 135, 140, 178

  ABOUT THE AUTHOR

  Bill Cates, CSP, CPAE, hails from Clarksville, Maryland, and is widely recognized as one of the foremost experts in the art and science of acquiring new clients through referrals and other relationship marketing strategies. His books, Get More Referrals Now! and Don’t Keep Me a Secret! have revolutionized the way many business professionals are acquiring more and better clients through referrals. Bill is the president of Referral Coach International and the creator of The Referral Advantage Program™, The Referral Champions System™, and the Unlimited Referrals System™.

  Inducted into the Professional Speakers Hall of Fame, Bill is a highly sought-after speaker on sales, marketing, and, of course, referrals. His referral system has been featured in such publications as Success magazine, Entrepreneur magazine, Selling Power and the Wall Street Journal. His own business success has been featured in Money magazine.

  Bill is also somewhat of an adventurer. He has reached the summit of Mt. Kilimanjaro, trekked through the Himalayas, camped in the Arctic Circle, and toured the country as the drummer in a rock-and-roll band. His next adventure will be a visit to Antarctica in 2014.

  www.ReferralCoach.com