Referrals - love em or hate em?

[Spixie33]

Hi....what do you guys feel about referrals?

I started off in my contract saying that I found referrals a huge compliment and would give any successful referral (where the referral signs) as a free day of daycare to the people who referred the new family.

Then I had a parent refer me and bring me a family/child that signed and I changed my mind and removed the whole clause from my contract. The family I signed was great but the child itself is a struggle and full of too much energy and is one that I sometimes wish I hadn't signed or could terminate. Part of the reason I feel stuck and that I did accept the child even though I had doubts after meeting the child were that I was worried about the referral and what the other mother would think if I rejected her referral.

Since that time I had an interview for a referral that did not go well. It was so awkward and then not hearing back was so awkward that the mother who referred me never mentioned it again and I never dared to ask her about it again. We both sort of pretend it didn't happen.

Now I have another mother who told me she has someone she wants to refer and I am not sure what to think. It is very nice if someone loves your daycare enough to recommend you but on the other hand what if you interview and it doesn't go well? What if they make comments to the parent you have or make them doubt your daycare to begin with?

The longer i am in business I find that BIGGER distances between clients is good. I like them to not be related to me, be my neighbours or live in my subdivision and slowly I am thinking that referrals may not be a good thing either. What if something happens with one family and then the second family leaves because they are loyal to each other??

Thoughts? Do you get referrals? Do you like them?

[Inspired by Reggio]

Ya referrals are a mixed blessing ... I agree that word of mouth is the BEST form of advertizing and am flattered when I am able to fill spaces without having to advertize - so SWEET and less STRESS!

I have had some that worked out GREAT and others where the client who referred and the 'referral' were NIGHT AND DAY on both values and parenting styles and the referral was NOT a match for the program and yes it is challenging to have to explain 'Thank you so much for sending X my way but unfortunately I did not feel they were the best match for the program and went a different route' ... if they are going to be pissed off that I want the BEST for my program well so be it than perhaps they were not really the 'match' I thought they were .... thankfully that time the client said 'oh thank god I have always talked so highly of you to everyone and when she said she was looking for care and could she have your number I did not know what to say cause I knew you had a spot now - but her child is horribly aggressive and I was worried about my little X spending all day with him'.

Personally I think the 'pros' of word of mouth and referrals generally out weigh the cons and I do encourage them - however I do not associate any 'money refund' with them just my extreme gratitude

ETA I actually pose it to parents that 'referrals help to ensure that my business remains viable because sadly if I cannot keep my spaces filled I would have to CLOSE so it is in their best interest to help me when I am seeking a new friend to join the program

[Momof4]

Love 'em! I have two daycare Moms who work at the same company and they have shown all the pictures on my website to all their co-workers and I keep getting requests but I'm full. Same thing happened with another one of my daycare Moms and her co-worker. I have them all on my waiting list but don't have a space coming available for years by the look of it. It wouldn't bother me if all 5 of my daycare families worked at the same company because all contracts are exactly the same and I treat all families equally.

I would never guarantee to anyone that since they were referred they would get the space automatically. It would all be dependent on the interview process for the new people, which would proceed as if they had not been referred. And if I had to terminate the family it should not reflect at all on the original family. Apples and oranges. However, the families come into the interview with trust for you already because they have heard all good things about you and they are always easier to sign on if you want them. So that's the key. Do YOU want THEM?

[jec]

I have had great success with referrals.
I treat all families the same and if there was a problem with one and or had to terminate, I feel that the families in my care know I'm fair and honest so wouldn't see it as a problem. Like Momof4 says, apples and oranges.

I have one family who came to me as they weren't happy with their provider and that provider was referred to them by their best friend who has their little one there. I think it was more of a personality mix match but their best friend still has their little one at the other providers' place and loves their little one at that daycare and loves the provider....no hard feelings there. It just wasn't a fit.

I agree with you though, I keep my distance from clients. I never take on family or friends ~ neighbours as the line of friendship and business always get blurry.

[mom-in-alberta]

Definitely a double edged sword... so far, the referrals I've had have worked out.

[Momof4]

However, I don't think I would give anyone a free day of daycare. I forgot to say that the other day. It's very kind of you, but maybe you could give them a tin of homemade cookies or something instead. Two of the families I have in my daycare right now were from referrals and I didn't do anything for them, oops!

[michellesmunchkins]

I have to agree with the ladies who say don't offer a free day of daycare. If you do that, you may end up with everyone referring just for the free day and not because they actually think their 'friends' child would be a good match to the program. Most of my referrals have been fabulous and worked out well, but I've also had one woman refer her friend and then ask me for a family discount if I take her friends kid...seems people will do anything to save a few bucks!

[Judy Trickett]

I don't take referrals. I don't like the thought of having to terminate a family and potentially losing the other family they know.

[Sandbox Sally]

Hmm dunno. I have never actually signed one on, but have had an interview where the family hated my dog and it didn't work out. I recently received an email from a current family's friend who wants me to take her daughter in mid May, or "whenever you have a vacancy". I am a little annoyed, because I kinda feel obligated as the current family knows my availability. Also, I was going to amend my policy that families either pay my part time rate for three days or under, or they pay for a full time slot for 4-5 days a week. Now I feel like I can't do that, because I am sure the current family discussed my rates with her friend.

So yeah...not sure how I feel about referrals. Will let you know in a few months, maybe!

[lunademiel]

I don't know how you all avoid friends, neighbors, etc. In my one ad I had 3 people contact me that live on my street alone. Probably about 3 more that live in the subdivision. I also have approximately 2 on my waiting list that are also in the area. 2 that are friends. My one DCG starting in May lives across the street! The one I just terminated was a friend. But ya, I'm learning quickly distance is key...