Why Clients Refer Us
We’re lucky to have clients who refer their friends to us, and referrals account for more than 80% of our business. We’re also open about what we do internally to fuel that level of client satisfaction, and we’re sharing it here for two reasons: First, it gives prospective clients insight into how we care about our relationships, and second, it provides likeminded entrepreneurs in the art and design space with some useful business insight so we can continue to lift each other up.
1 | WE Have a Client Relationship Manager (CRM) system.
We use Google Streak, - a relatively inexpensive add-on to Gmail, as a CRM (client relationship manager). This enables us to keep track of people in our network and ensure that we are connecting with them appropriately on a regular basis. We embrace the philosophy that our clients are lifers, meaning that the relationship continues well after a project and scope of work has been completed. A CRM fosters that extended, long term relationship by giving supporting our ability to send old clients articles of interest, invite small groups to gallery tours, remember important dates for people in our network, and more. When our clients get value from the relationship, they tell their friends so the friends can get a similar value. The introduction feels natural and helpful all around.
Besides serving the intended function of helping us manage our relationships, our CRM system absolutely optimizes our time. During time that we carve out for outreach to prospects, clients, and referral sources, we have our lists readily available. These lists help us efficiently plan and prioritize outreach in a way that leads to stronger relationships, and more organic, meaningful growth.
2 | TIME BATCHING
Time batching is a concept a former colleague introduced to our team because we were constantly bouncing from one task to the next, unable to optimally perform each task. Now, we time batch to set us up for success in any given task from speaking with clients, presenting recommendations, researching art, and reaching out to our network. Since learning about this concept, I keep a time batched weekly schedule that involves admin on Mondays, Business Development on Tuesdays, Presentations and client visits Wednesday and Thursdays, and catch up on Fridays. No week is perfect and meeting 80% of these time goals is definitely a win. But importantly, our team collectively services our clients better and forms a stronger internal structure, when we batch our time. Moreover, relationship outreach, which is easy to push to the side when pressing deadlines approach, are a non negotiable, and again this, is what helps us solidify and growth our network.
3 | AddING Value
The outreach that we do, facilitated by our CRM system and done at designated times, is always intended to add value to clients. We don’t reach out with a specific pitch or ask — that would honestly feel uncomfortably wrong, and the discomfort would translate to our prospects, clients and designers in unproductive ways. Instead, we reach out in ways that feel authentic and helpful. It can include an invitation to an event we’re hosting, information about a show that person may like or artist they have collected, an introduction to someone they may want to know, and more. Being the resource of information that may be valuable to someone you know actually feels good and fosters connection. This again just makes the relationships we have strong and more fulfilling on every side of the equation. Thankfully, the people in our circle feel that fulfillment, and we are eternally grateful for the introductions they make that lead to more art, connections, and satisfied clients.