by Ben Hess, Managing Director, ThirdPool Recruiting
I was recently on the phone with my mobile phone provider regarding a billing issue.
The customer service representative did a great job and ended the call by asking a simple question.
Based on our interaction today, would you be willing to refer our company to your friends and family?
I said, Of course, I would! I thought you did a great job of handling my issue.
Compared to other industries, a phone company’s customers do not typically offer positive referrals (as measured by a metric called net promoter score).
It was refreshing to hear a customer service representative address this issue so directly. Apparently, they want to change this image.
From a recruiting perspective, real estate companies have the same problem – agents are reluctant to refer other agents to their companies.
To change this reality, take a page out of this phone company’s playbook.
When you have a positive interaction with an agent in your office, end the conversation with a similar question.
Based on your interaction today, would you be willing to refer our company to other agents you know?
Perhaps you’ll start increasing your office’s net promoter score, and you might get a few more referals too.