7 WAYS TO INCREASE WORD OF MOUTH SALES AS AN ONLINE SERVICE PROVIDER

For many online service providers, word of mouth is one of the most powerful marketing strategies. It means saving serious cash on paid ads and time spent selling on social media. I know for me, I’m far more likely to hire a service provider that someone I know has personally recommended. The question is: how do you intentionally encourage more of it?

Your brand is all about the big picture. And that big picture should have a strategy that is designed to naturally promote word of mouth sales. Let me help you with that strategy. Keep reading to learn seven ways to increase your referral rate while building a business that clients can’t help but talk about.

CONTENTS

• Deliver a positive client experience

• Create a referral program

• Build a brand experience worthy of sharing

• Promote your clients’ businesses

• Collect and share testimonials

• Stay top of mind by staying in touch

• Exceed expectations in small but meaningful ways

1. DELIVER A POSITIVE CLIENT EXPERIENCE

Want to get people talking? Make your client’s experience a positive one from start to finish. There are so many small things you can do to make your service feel high-touch that really makes your clients feel valued.

• instead of a plain-text email, send them a beautifully branded client welcome guide that outlines everything they need to know

• send them a welcome gift like a Starbucks gift card as a little treat

• give them that low-ticket product that will benefit them further completely free

• mail them a book they mentioned wanting to read to show you listen and care

• send them a closing gift or Giftogram once all is said and done as a thank you

These small, memorable gestures go so far to create a positive client experience. When working with you feels easy, thoughtful, and stress-free, clients are naturally more inclined to share your name with others. Just remember to:

• skip the software that requires a learning curve

• streamline programs or processes for more ease on their part

• be a great communicator so they feel informed

A seamless experience makes clients feel confident recommending you because they trust you’ll take care of their friends the same way.

2. CREATE A REFERRAL PROGRAM

A common practice among many online service providers are referral programs. Incentivize clients to spread the word by rewarding them for being your loyal brand ambassador. Here are a few ways you could set up your referral program:

• a referral discount for both the referrer and the new client

• a small gift card or service credit when a referral books

• a donation to a cause of their choosing

• exclusive perks for returning clients who bring you repeat business

The key is to keep it simple. Clients should feel like they’re being appreciated, not like they’re entering a complicated loyalty program.

3. BUILD A BRAND EXPERIENCE WORTHY OF SHARING

People love to share experiences that make them feel good. They also love to share brands that are novel and fun. This means knowing who your ideal clients are. Ideally, your brand should be designed to light your people up.

If your brand feels professional, creative, and refreshingly original, clients will naturally want to show it off and tell their friends. This could be:

• branded deliverables that feel “shareable” like strategy reports or templates

• a beautifully designed onboarding experience

• a clear, memorable brand voice that clients resonate with and want to align themselves to

When your brand feels exciting, you give clients social currency because they want to be associated with your business. So ask yourself: is your current brand experience worthy of sharing?

Improve conversions and loyalty with the Client Template Bundle for Service Providers

4. PROMOTE YOUR CLIENTS’ BUSINESSES

One of the easiest ways to build a reputation for referrals is to genuinely promote your clients. For B2B service providers, your clients are other businesses and this is an easy way to create a community around your brand.

By showcasing their story, celebrating their wins, and spotlighting the work you’ve done together, you send two messages:

1. You care about your clients beyond the transaction.

2. You’re proud to stand behind their business—which encourages them to stand behind yours.

This also doubles as marketing content for you while giving your clients exposure. A true win-win.

5. COLLECT AND SHARE TESTIMONIALS

Never underestimate the power of social proof. Part of your client off-boarding process should be to ask for a testimonial. In keeping with the positive client experience you aim to be known for, make it easy for clients to leave testimonials. This can be:

• using a feedback form like Tally

• creating an off-boarding questionnaire inside their client portal

• sharing a link where they can leave a review on Google

Share client testimonials on your website, social channels, and inside client proposals. A glowing testimonial not only helps earn the trust of potential clients but it also gives your current client a moment to reflect on the positive experience they had with you, which makes them more likely to talk about it.

The one thing service providers must do to instantly build trust

6. STAY TOP OF MIND BY STAYING IN TOUCH

Referrals don’t just happen during a project, in fact, they often happen long after you’ve wrapped up with a client. If you disappear the moment the contract ends, clients may forget to mention you when opportunities come up. Here are a few ways to stay connected with past clients and staying top of mind:

• schedule follow ups with clients to see how they’re doing post-project

• engage with your clients’ content on social media

• send them a birthday card or a quick email on their birthday

• keep an email newsletter with value-driven content

• promote their business through your own channels

Nurturing your client relationships is beneficial for earning word of mouth sales but it also encourages repeat business from past clients.

7. EXCEED EXPECTATIONS IN SMALL BUT MEANINGFUL WAYS

It doesn’t always take a grand gesture to earn a referral. Small moments of delight can make a big difference, like:

• delivering work slightly ahead of schedule

• adding a thoughtful “bonus” to the package

• celebrating a business milestone by sending them a gift

Those little touches stick in clients’ minds and often come up when they’re talking about you to others.

Word of mouth sales thrive on trust, consistency, and connection. By creating a remarkable client experience, building a brand worth talking about, and staying connected beyond the project, you give people every reason to refer you.

A thoughtful client experience starts before you even land your next client. From the service guide or tailored proposal to the welcome guide that kicks off your project. These touchpoints set the tone for their experience and can make or break how referable your business is.

That’s why I created the Client Template Bundle for Service Providers. It includes professionally designed templates for your service guide, client proposal, and welcome guide so you can impress your clients at every stage of the process while shaping the kind of brand experience people can’t help but talk about. When clients understand your value from the start, you’ll book clients with ease and foster lasting brand loyalty.

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