For HVAC companies, the most common and best way to create new business is by customer referral. We set out to find an efficient way to drive current customers to refer our client. We knew that the referral process had to be quick and easy to be effective.
With the goal of increasing referral volume and higher sales figures, we created an online customer satisfaction and social referral tool. The first step was to measure the satisfaction of the current customer. Upon learning that the customer was pleased with the services rendered, we would then encourage the customer to refer a friend or post a positive review on social media.
We rolled out the survey and referral push nationwide and encouraged franchisees to remind customers to participate.
To date, the tool has generated over 6,000 referrals, which our client calculates has a potential revenue of over $5 million. It has also saved our client almost $800,000 in survey cost vs. phone interviews.