How do you ask for feedback or referrals from satisfied customers on the phone?

In my opinion this theory may be correct however having clients (customers) form expectations prior to receiving services/products is tricky. Until they get to really know you (or the brand/product) they may not know what to expect. Initially, they are looking to solve a problem in most cases. Therefore, if you solve the problem the expectation should be met. This is, however, where it can get tricky. What if the client’s expectation was that you solve the problem AND to do it for Free? Or what if the expectation was to solve it by using specific systems? As you can see, expectations can be very subjective for each person. And no provider can meet everyone’s expectations.

I agree but if you only ask for feedback when your customers are happy you could be missing an opportunity to make sure every customer you service are impressed with your service. When speaking with your customer ask “is this a good time for a conversation regarding our service?”. If you customer gives a positive reaction; then ask for feedback if not, do not push.

Online service providers may consider asking for reviews and testimonials within the first few months of working with a client, via email (as most online providers & clients communicate this way). Send a nicely worded email asking them, if they are satisfied, would they be willing to do a review of your services (include links). I ask that if they are not satisfied, I’d like to discuss this with them and try to resolve it prior to their writing the review. Sometimes you are unaware of an issue. This is a great opportunity to repair or fix a problem before it has become a larger issue. Your willingness to listen to your client’s view is a way to provide better services. Not only for that client, but all clients.