Customer Service Week: Do you refer customers to your competitors?
Here at Small Business Boomers we are in the middle of “Customer Service Week.” Each day I’ve asked a question about dealing with customers.
On Monday, it was about how to handle an irate customer.
On Tuesday, I asked if you would “fire” a customer.
Today’s question: Would you ever refer a potential customer to one of your competitors? I called a landscaper today to give me an estimate. He said he was too busy, but he gave me the name of another landscaping company. While on the surface this doesn’t make good business sense, on the other hand, why not?
You create potential goodwill with someone like me who might come back to you. If I tell the competitor who referred me (and I did), it creates goodwill between the two companies.
Goodwill isn’t just with customers. Although it is an important concept in the sale of a business, goodwill can be generated with anyone your company does business with, including vendors and competitors.
What do you think? Would you do this?
7 Comments
I do it… word spreads… seems t be good business.
I have done it when I cant do the work because I’m too busy.
Totally! I recommend this to my expert witness clients as an easy way to “network”. As you say – it can be a win-win solution.
[...] final question for Customer Service Week: Do you talk with customers about your personal [...]
Thanks Anne and Meredith. It seems the benefits of networking outweigh any possible disadvantages. I’m a firm believer in the “principle of abundance.” There’s plenty of everything in the universe (including customers) for everyone.
[...] final question for Customer Service Week: Do you talk with customers about your personal [...]
Definitely, Jean! I’m constantly referring potential clients to other Virtual Assistants. The client gets the expertise that they are looking for, and I get to help out another VA who thinks of me if they hear of a job that would fit me better. It’s one of my favorite ways to get business