“I would not be exaggerating in saying that last night was the most well received and successful event YEN London has had in over two years. ”
Jairo Jaramillo - Chairman, London Young Engineers Network
“I would recommend Andy to come and spend time with any team that wants to maximize the time of its busy people out in the market ”
Tomas Freyman, Partner, Valuations. BDO llp
“Andy has successfully elevated networking into more of a strategic arena ...................rather than it just being a "skills" thing. ”
Phil Jesson, Director of Speaker Development Academy for Chief Executives
“Andy’s style suited our company values perfectly as it is very much based around letting people learn at their own pace and be part of the sessions instead of just being presented to. There was a mixture of experience, job roles, nationalities and seniority in the room and Andy ensured that everyone felt this training was directed at them, such is his way with words. ”
Robert Kenward, Global Development Director, Banks Sadler
“It was the best talk I’ve ever been to. Loved the content, pacing, delivery, structure. Your message was very memorable (imparting that much information can leave listeners forgetting what was said) and you managed the balance between substance, detail and memorability well. ”
Rebecca Aguilar, BBC Worldwide
“In the pre-event correspondence, you were the most professional speaker we’ve ever had. By asking great questions as you did, it helped to make us more professional event organisers. ”
Jackie Barrie, Co-President, Professional Speaking Association South East England
“Andy is really engaging and left the audience wanting more which is a rarity when you work in Finance! He is extremely professional and personable and it felt like Andy really knew the topics and had researched the audience. ”
Nicola Hradek, Co-Chair HSBC Balance Employee Network
“Andy has a can do and flexible attitude and is happy to develop and shape the content in line with the clients changing needs. Feedback from participants on Andy's workshops has been consistently very positive. ”
Una Murphy, Manager BBC Careerlink
“I found the session with Andy really interesting and helpful. It offered a different perspective to development sessions I have been to before and it made me really think about how I was positioning myself at work and what I needed to be doing differently. ”
Tori Henderson, Senior Public Policy Manager HSBC
“There is a handful of people who I would consider really an expert in networking, and Andy is one of the few people on that list. ”
Dr. Ivan Misner, Founder and CEO, BNI
“Wherever I go, Andy is held in very high regard and I can personally endorse him as someone who is easy to do business with, professional and also great to work with. ”
Phil Jones MBE, Managing Director, Brother UK
“The process to gaining the right referrals does not happen overnight, but executing Andy’s strategy into your daily business routine will lead to referral success. ”
Tom Price LLB DipPFS Hodgson Wealth Management
“Several people were surprised to find out that Andy didn’t work in our sector as he related his knowledge so well and confidently, which was key to getting the audience to buy into his advice. ”
Suzanne Rowse, Director, British Boarding Schools Workshop
“Andy's 'The Networking Mindset' networking event was fascinating. I've been to loads of networking events over the years which are always full of people who don't quite know why they're there.... myself included. ”
Nicholas Harkin, Head of Risk & Governance at Close Brothers Retail Finance
“Andy worked with my business partner and me for a number of months as a referral and networking coach. Our business has demonstrably grown due to the new techniques and skills learned through working with Andy. ”
Dan Hall, Financial Advisor, Merrill Lynch
“I have already received three emails and two telephone calls from attendees who have expressly advised that as a direct result of the presentation they will without doubt be changing the way in which they network. A huge success. ”
Michael Strawbridge, Head of Member Services, Learning and Performance Institute
“Andy, thanks again for making our Balance HK event a huge success. The audience gave you their undivided attention and you could hear a pin drop when you were speaking. I have never witnessed that before, with a room of 170+ people! ”
Maggie Suttie, Chair Balance Network, HSBC Hong Kong
“The feedback we received from members was overwhelmingly positive, making it one of the best sessions we had all year. ”
Aileen Parsons, Relationship Manager - Strategic Client Services, Paypal
“Andy is an energetic presenter who quickly captured our audience's attention. The content of his presentation was excellent and fostered lively commentary and questions. We will definitely have Andy back for another session and are looking for other ways to partner with him. ”
Jennifer Rademaker, Head of Strategy Development Europe, MasterCard
“The feedback from attendees was overwhelmingly positive and we will continue to run the training in other offices in EMEA. ”
Astrid Huijssoon, Senior Marketing Manager Cross Border Trade - PayPal CEMEA
“Andy Lopata is a true role model for any aspiring professional speaker in my view ”
Heather Townsend, author of The Financial Times Guide to Business Networking
“"I was captivated by Andy's insightful and thought-provoking workshop. You could feel the energy in the room at the end. Several people commented that the event had changed their lives!" ”
Miranda Abraham, Chair, Women in Banking and Finance
“At each stage of the event from planning to delivery to follow up, Andy’s approach was extremely impressive. He spent time at the outset understanding us, the way we work and our key objectives and this continued with discussions with us in the run up to the event to shape the session to our needs. ”
Andrew Kelly, Director Human Capital Services, BDO llp
“'Networking' as a topic can often seem forced... about tools and techniques to 'work a room' or 'get noticed' - Andy's take on it in this talk was so far removed from the glib truisms we've all heard before. ”
Bryony Thomas, Watertight Marketing
“Not only my individual life has had a total makeover after I met Andy, as a result of my personal improvement, the networks that I lead are now making a much bigger impact in the society. I can never thank Andy enough and would highly recommend him any time without hesitation. ”
Ruth Lau, Central Marketing, HSBC Private Bank
“As a direct result of Andy’s workshop, we are now implementing a “networking strategy” that is aligned to supporting our key business goal. Andy’s advice/insights have made me re-think all my customer interactions and even in the short term I am getting results. ”
Adam Newman, Health Outcomes Consultant, GSK
“It is great to work with a speaker like Andy who really wants to understand the audience he speaks to and tailors his content to them. ”
Galina Lebedeva, Education & Events Senior Co-ordinator, Wella UK & Ireland
“Andy's enthusiastic and interactive presentation at our National conference was very much appreciated by all and his series of workshops for my leadership team has been put to significant positive use. ”
Shona MacDonald, Business Director UK & Ireland, Wound Care. Molnlycke Health Care
“In the three months since Andy delivered his sessions, I've noticed a clear change in the approach taken by everyone who participated. We have already received a number of referrals as a result. ”
Andy O'Sullivan, Head of Sales - Hospitality, Wembley Stadium
“Andy certainly made a difference on how I normally approach / perceive events such as this. ”
Ann Azzopardi, Category Buying Manager, Pret a Manger
“There are many motivational speakers on the circuit who leave behind them just a short lived glow and then there are the subject matter pragmatic, passionate presenters who can potentially change the long term way their audience thinks or operates. I’d put Andy Lopata in the latter category. ”
Trevor Salomon – Director, Corporate Marketing, IFS

Can You Win More Referrals by Exceeding Expectations?

The default referrals generation 'strategy' for so many businesses is one built on complacency and a complete misunderstanding of human nature. We believe that if we do a good job, our clients will automatically tell other people to use our services.

I've written about this extensively and there have been many studies that have argued that people are far more likely to tell others about you if they receive a poor service rather than a good one.

This begs the question, how will people respond if you provide a service better than the level they expect?

I have long argued that simply exceeding expectations will only lead to few incremental referrals, while substantially exceeding expectations is not sustainable. A study by behavioural scientist Ayelet Gneezy (University of California, San Diego) and psychology professor Nicholas Epley (University of Chicago) seems to back up that theory.

In the study on the social consequences of surpassing expectations, Gneezy and Epley found that, across a series of different experiments, people didn’t get any greater level of recognition or appreciation for going beyond a promise than they did for simply keeping that promise. 

“Businesses may work hard to exceed their promises to customers or employees, but our research suggests that this hard work may not produce the desired consequences beyond those obtained by simply keeping promises,” they write in Social Psychological and Personality Science.

“When companies, friends, or co-workers put forth the effort to keep a promise, their effort is likely to be rewarded. But when they expend extra effort in order to exceed those promises, their effort appears likely to be overlooked.”

So it’s official. You can’t afford to simply rest back on your laurels and hope that doing a good job will lead to more business for you.

Do a good job all the same, exceed expectations where you can. That’s great customer service, whether it’s recognised or not. But for referrals you need to be more proactive. The service you provide simply lays the groundwork; you have to do the rest.

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