AGRR - March/April 2008 - AGRR Magazine

Side Litesguest opinionbob@southwestautoglass.comHow To Get Referralsby Bob Theriot Jr.QUESTION: I’M WONDERING,what’s the best way to getmy existing customers torefer business to me? —Jim P.,Kansas City, Mo.Answer: Great question, Jim.There’s two types of referrals, solicitedand unsolicited. Both areokay, but the best are the unsolicitedtype. To answer your questionshortly and sweetly, to get morereferrals, make your customershappy! And how do you do this? Youmake your customers happy by providingthe best possible service toeach and everyone of them. Go theextra mile when servicing their vehicles.For example, instead of justcleaning the windshield after youhave installed it, continue to cleanevery glass on the vehicle. The fewextra minutes you take to clean therest of the windows will pay youback tenfold. If you give your customersthe “wow” factor when dealingwith them, they will telleveryone they know about you.For your own account customersor companies you provide service forregularly, become an extension ofthem. Get to know their needs andfind out what you can do to maketheir jobs easier. For example, whenyou’re called out to replace a backliteat a body shop, inspect the entire carand look for other glass damage. ■◗Bob Theriot Jr. serves as sales & marketingmanager for Southwest AutoGlass in El Paso, Texas. Mr. Theriot’s opinionsare solely his own and not necessarily thoseof this magazine.6 AGRR March/April 2008 www.agrrmag.com