Your Actions Impact Referrals, Directly Affecting Sales

We don't often directly associate our company's policies and actions with sales growth. That is a mistake. Everything your company does has an impact on sales at some level. Whether that effect has a positive or negative impact is a consequence of the choices we make and the action we take.

Burgin Roofing, a local privately-owned company in Columbia, SC is a prime example of a firm that continues to grow because of the policies and actions employed everyday. Their strategies are not revolutionary. They are not complex. They market themselves as "Your Neighborhood Roofer." Their customers cannot say enough good things about them and are happy to provide what appears to be an endless stream of referrals to new customers. Take a look at their service statement taken from their web site:  

"Due to our affinity for quality and precision,
we guarantee exact results with meticulous
attention to detail.

Our highly-trained roofing contractors will
work one-on-one with you to help you make an
educated purchase and decision based on your
individual needs, taste, and budget.

We are dedicated
to excellence; providing you with outstanding
customer service, quick turnarounds, competitive
rates, and your 100% satisfaction."

Three years ago, Stuart Burgin's company provided me a quotation for my new roof. I had received a total of four proposals from established local companies. Burgin's quote was the second highest of the bunch. Upon closer scrutiny, I discovered that they only utilize premium architectural shingles, have dedicated crews with great experience and their existing customers highly recommended them. I chose them for the job and have had no regrets. I happily refer others to them as well.

Last year, my neighbor informed me that he needed to have a new roof installed. I of course, referred him to Stuart Burgin's company. He did his due-diligence and also selected Burgin for the job. While their crew was across the cul-de-sac, I contacted their office and asked if someone might come to my house before they completed their job and replace a broken shingle on a dormer window on the front of my house. Through no fault of theirs, It was damaged by a tree branch in a recent storm. I had no idea what the cost would be, but felt comfortable that it would be small, especially since their crew was already here and I had several spare shingles.

On the second and concluding day of my neighbor's roof job, the crew chief came to my door to inform me that he would take care of my roof issue. I showed him the problem, directed him to the shingles and left him be. Thirty minutes later, he was done and gone; the job well done. Great customer service.

I have not received a bill for that work. They provided a needed service for me at no charge, even though three years have passed since the original installation. What a testament to their reputation for service as well as their pride in their finished work. Why would they want a blemish on a dormer window roof at a prior customer's home to mar an otherwise stellar job? They know the value of a job-well-done as well as the value of a satisfied customer. I will certainly continue to praise and recommend Stuart Burgin Roofing.

Let your policies and actions speak for the character of your company. Such character encourages priceless referrals and steady sales growth, even in today's economic environment.

If you enjoyed this post, please bookmark it and subscribe!

...........................
Daniel Sitter
Author

Stumble It!

Comments

[Top Sales Blog]

Thanks for the post. Everything a company makes a decision on does impact sales in some form or fashion.

Thanks again,

Will Fultz

[axa verzekering]

It is quit interesting to know the policies of Burgin Roofing, However It is variable to show similar or better results of other companies. The company sales I think depends on the nation as well.

[Jerry Kennedy]

Daniel:

Very nice post. I agree wholeheartedly that a company's actions have a direct and immediate impact on the amount of referral business they ultimately receive. I'd take it one step further and say that those actions have an impact on all aspects of the sales relationship, including customers found through cold-calling and networking. Why? One word: Testimonials!

Referrals are great, and coupled with a powerful testimonial, they are exponentially better. If a customer is willing to provide a referral, they are probably willing to provide a testimonial. Written testimonials are nice, but audio or video are better. How can you get your customers to give you highly impactful testimonials? It all starts with the actions you and your company take today.

Jerry Kennedy
http://podcast.salesmanagement20.com

[mcalver]

Wonderful post and couldn't agree more. Funny, I got your blog site from a friend who also recommended www.brianparsley.com. The author has a pretty good take on how to gain referrals by creating connections. Thought you might find it of value.

http://www.brianparsley.com/?p=35