Cranky on the Web (August 25-29)

In the Trenches: Handling ReferralsQuickbooks Small Business Blog
Referrals are very important to our business, so we want to make sure we’re handling them right.

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CFSteve KalmanRonDavid SF eastbay Recent comment authors
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You’ve yet to hear any complaints because credits have not yet expired, or even come close. When you get the credit it’s easy to think “yes, I’ll use this within 6 months”, and you’re happy. Then 5 months pass, and you haven’t had an occasion to use the credit, and you start getting stressed. Or you just write it off. Some reward programs I write off at the very start — Best Buy and CVS are two examples that come to mind — I know from experience that trying to use my rewards before they expire is just not worth… Read more »

David SF eastbay
David SF eastbay

That makes good sense to let people give their coupon to someone else so you could get a new client, but still have a chance of serving the old client again later on.

Steve Kalman
Steve Kalman

As you know, I’m a long time, loyal client. I didn’t know of the change in referral structure, so if there are more like me then that might by why you don’t have any complaints. I tell lot of people about your service and encourage them to use it. Maybe some do, but I don’t know about it. It is almost certain that they don’t mention my name on first contact unless you ask them how they found you (do you ask? it might be a good idea if you don’t) A few have made contact and earned me credits,… Read more »