We work hard at helping Learners turn good intentions into good habits.  But changing habits isn’t always an easy process.  Sometimes you lose inspiration or even lose your way.  Each of our training experiences has a Managers Workbook which can help Managers, PDMs/BDMs, Coaches or Business Owners keep Learners motivated right through the implementation of their training.

In this article, let’s examine a few common case studies with tips on how to deal with common learning hurdles in the area of referrals.

Lingering fears.

During the experience Learners will be exposed to the facts about referrals which reveal there is little to be afraid of with referrals – the fear exists only in the Learner’s mind.  Still, many Learners have fears which have built up over many years and they will not always be easily changed.

• Remind Learners of the facts – Clients and Prospects are comfortable with referrals as long as they are not put on the spot.
• Discuss worst case scenarios – Have the Learner talk through what they feel is the worst thing that could happen.  Ask for genuine examples of that scenario which have really occurred (as opposed to imagined or assumed).
• Ask the Learner how they are so sure of the fear being realised.  What proof do they have to contradict the statistics and surveys discussed in the Workshop?
• Share successful experiences with Learners, especially from their Peers.  Get into detail about what their Peers did and specific reactions.
• Remind Learners that the success measure of Referral Discussions is to educate the client, not elicit immediate referrals.  This should lower expectations and make all parties more comfortable.

Don’t see the value.

Some Learners just don’t see the point in discussing referrals with clients.  They will believe that it should never be discussed and should occur naturally from their good service.

• Agree that good service is a key factor. Clients have to be happy to refer as a first step.
• Remind Learners that this process is not about pushing people for referrals but helping those happy clients to be better at referring – to know who to refer and how.
• Discuss the growth requirements of businesses and how leaving growth to chance or the whim of busy clients is not an option.  That sometimes you do need to “pave the way” rather than wait for a new client to “beat down the door”.
• Discuss how a great new prospect looking for an adviser has many avenues to find one and that competitors will not be sitting back and waiting.  That prospect WILL get help – the only question is WHO will provide that help.

Getting frustrated at not getting early successes.

Some Learners may get frustrated if their first referral discussions don’t yield referrals or are met with disinterested responses.

• Remind Learners that referrals are a process.  A “slow and steady” process as we are dealing with unqualified leads.  There are no magic processes and success is variable as it relies on a variety of factors well beyond the control of the business.
• Remind Learners that to overcome these low success rates (and to get luckier) they need to use Time and Volume as their key weapons.  More referral discussions with more clients over a long time frame WILL result in more referrals.  The numbers will play in their favour.
• Discuss how to measure “success”. In the first 3-6 months, referral success is measured by the amount of referral discussions held and the increasing confidence and effectiveness of those discussions.  Focus on the inputs and the outputs will follow.

Feel overwhelmed and not sure where to start.

Implementing change can be hard for busy Learners, Learners who are out of practice in learning (as many Adults become) or Learners without much experience in execution.

• Focus Learners on their Notebooks or Checklists. The Notebook or Checklist is the step-by-step implementation process.
• Remind Learners that they only need one hour each week, for just 6-8 weeks, to get enough done.
• Discuss how the first step is often the hardest – get the first action done and the others often follow.
• Discuss how Learners don’t need to implement everything.  By Referral is a menu – pick enough for the Learner to get comfortable and get a process.
• Focus Learners on the discussions.  Start with the discussions – practising scripts and holding first discussions with clients.  Everything else can come later.
• Remind them they can email Vue Consulting during the follow-up email course for ideas and guidance.