Boost Your Service Business: The Secret to More Referrals and Repeat Clients

You’ve probably heard the saying: “Keeping an existing client is easier than getting a new one.” And guess what? It’s 100% true.

You know what else is easier? Getting a referral from a past client (something we all appreciate 🙏🏻) versus trying to build trust with a cold lead who found you through social media or Google.

Why? Because referrals come with built-in credibility—a personal testimonial of your work. That makes everything about landing that next client easier.

But here’s the catch: these things are only “easier” if you do one thing well.

Provide excellent service.

That’s it. No secret formula. No gimmicks. Just managing client relationships and delivering on what you promised. When you do, clients stick around and send referrals your way.

I know this may sound basic—like, Well duh, Channing.

But here’s the thing: In the last two months alone, I’ve had multiple experiences with service-based businesses that made it painfully clear…

Maybe we all need a refresher on what it actually means to provide excellent service.

So, let’s do it.

1. Don’t Be Rude—Ever.

Sounds obvious, right? Yet, you’d be surprised how often businesses lose clients because of a dismissive tone, a lack of patience, or just plain unresponsiveness.

Life and business are busy. Totally get that! You’re juggling #AllTheThings, and sometimes things slip through the cracks.

But if you want to run a business—not a time-consuming hobby—you need clients. And clients need to feel valued and respected.

Be professional. Be courteous. And if you’re feeling stressed, overwhelmed, or irritated?

Take a breath before firing off that email or returning that call. (More tips on handling unhappy clients here.)

2. You Don’t Have to Overdeliver—But You Do Have to Deliver.

Going above and beyond is great when it makes sense. But it’s not a requirement at all times. (Heelllloooo boundaries 👋🏻)

What is required? Doing what you said you were going to do when you said you’d do it.

Nothing erodes trust faster than unmet expectations.

Which leads us nicely into…

3. Manage Expectations Around Communication & Next Steps.

Clients aren’t mind readers. If they don’t know what to expect, they’ll make assumptions—and assumptions lead to frustration. And frustration? That’s a fast track to problems you do not want to deal with.

Be upfront about timelines, deliverables, and what the process looks like so clients always know what’s next.

It doesn’t always have to happen immediately—just clarity helps. A simple “I’ll get back to you by Friday” or “That’s on my list for next Wednesday” can go a long way in maintaining trust.

And if something changes? Communicate. Let them know so they can adjust accordingly.

4. Tell Them How to Contact You.

Set clear communication boundaries.

→ If email is best, say so.
→ If you don’t check DMs, don’t let clients think that’s an option.
→ If you have office hours, make them clear.

And please for the love of all that is good in this world, use out of office responders when you are, you guessed it, out. of. office.

Making communication easy (for both sides) prevents misunderstandings and keeps projects moving smoothly.

5. Be Clear in All Communications & Reinforce Timelines for Every Step.

Yes, this may feel like a repeat of Tip #3. And that’s because… it is.

It’s that important.

Set expectations. Reinforce them. Stick to them.

When clients know when and how they’ll hear from you, they trust your process. And that trust? That’s what leads to loyalty, repeat business, and referrals.

The Bottom Line:

Deliver great service. Keep your word. Communicate like a pro.

Do that consistently, and you won’t just have clients—you’ll have raving fans who send more business your way.