The 8/16 Rule

I must be in need of structure or discipline in my life because I tend to be blogging a lot lately about “rules.” Or perhaps I am falling on to a lot more conversations about customer service, which isn’t such a bad thing. Now most of you may be familiar with 8/16 rule, but last week was the first time I was introduced to this concept; do something great with your customers and they will rave about you to 8 people, do something poorly and they will warn 16. Apply the same principle to communication through technology such as Twitter and those numbers could easily reach numbers in the 1,000’s.

So for the sake of today’s post, let’s focus on the first number, the one that has created raving fans. Let’s consider how we can turn that into future opportunities. The simple truth is that better than advertising, marketing gimmicks, or good giveaways at a trade show, your best referrals for new business are your current clients. Think about how you feel when you go to a great restaurant, buy a new cell phone, or even get your hair cut. If you have great service, you want and are emotionally inclined to tell others. So why should your clients be any different? All you have to do is ask!

It may seem awkward at first and if you can’t quite get up the nerve, start by asking them why they like working with you or what makes your service better than others. Once you start the conversation, the rest will come naturally. I am sure if the tables were turned, you would be happy to provide the referral, perhaps even flattered!

Comments

[Susan]

Marcus,

It is always a pleasure to open your replies to the blog and I especially liked the story you sent me today.

Happy Reading,

Susan

[Marcus Cary]

I'm amazed how often I forget about some of these basic rules of customer service. I often convey to our team, that the most difficult customer to get, is the one you lose too. So while the ability to attract and retain new business is a key component to growth, ignoring the resources of your current customers is so often overlooked. Great message, thanks!