Customer References

For me, one of the most challenging parts of the sales process is when my prospects inevitably ask to speak with a reference customer. I sell to banks, and I've found that banks love to know what their peers are doing before making any decisions on new tech. Generally, they do not like to be first.


If I'm asked in the very early stages, I typically say something along the lines of how I'd be happy to connect them with a current customer when we've done our own due diligence first to determine their specific use case. "I want to be sure I'm answering all of your questions to the best of my ability first, and then if there's still some unknown you'd like to discuss with a customer I can make the connection." Something like that. I also include something about how I value my customers' time and I like to protect it the same way I will for you if we're able to earn your business.


Another challenge is when they ask for multiple references, or for a call on a very unique or specific topic that might be harder to align with the right person or customer. For any young startup, I imagine this is a common challenge. It's not like we have thousands and thousands of customers with the exact same use case as what the prospect has scoped.


What are some of your best practices? This is something I'm trying to get a lot better at.


Also, what's the best way to get a current customer to serve as a reference? There's can also be some reluctance on their end at times, as they'd be giving away strategy to the competition in certain cases.

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SaaSam
Politicker
3
Account Executive
Recently had the same issue with one of the largest deals I've ever closed. They wanted to speak with a reference. I just simply asked what they were looking to hear from said reference then pointed out the fact that I'm obviously only going to put them in touch with someone that would be a good reference. He agreed. Then I said if he really wanted it I would be happy to but that the reality was that it would add another couple steps to a process that we already spent like 4 months getting through. Ended up asking for a contract instead and signed the bitch.
HarryCaray
Notable Contributor
3
HMFIC
I love that.ย  Should be so obvious that we're only going to put them on the phone with good references.ย  They might as well go to the website and look at our testimonials.ย  Great point, thanks!
FlintIronstag
Notorious Answer
2
Chief Marketing Officer
I had this come up on a call today! I said, โ€œgenerally we like to keep competitors apart from each other.โ€ And he laughed and said he understood. I told him we could cross the referral bridge down the road if it was needed. Went over smooth, thank God.
HarryCaray
Notable Contributor
3
HMFIC
Good call, and honestly it's true anyway.ย  Sometimes my customers don't want to give any pointers to other potential customers.ย ย 
CuriousFox
WR Officer
2
๐ŸฆŠ
Come back and play with us.
HarryCaray
Notable Contributor
2
HMFIC
I'm here, I'm here!ย  Sorry been a grind kicking off the new year
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