Make Your Service So Shareable, People Can’t Stay Quiet

Will, EnableUs Community

Hey everyone, welcome back to Finding Participants! I'm Will, and as always, I'm here with Winter. Today, we're diving into something that honestly, I reckon is the real engine behind NDIS referrals—word of mouth. Not just any word of mouth, but the kind that happens when people can't help but share their stories about you.

Winter, EnableUs Community

Yeah, hi everyone! I love this topic because, honestly, when you talk to families or support coordinators, it's never the glossy ads or the fancy websites that come up first. It's always, "Oh, my friend told me about this provider," or "I heard from another parent at school." It's those lived experiences that really stick, right?

Will, EnableUs Community

Absolutely. And it's not just about what you do, but how you make people feel. Like, did the participant feel genuinely valued? Was the process easy, or did it feel like pulling teeth? Those emotional connections, those little moments—they're what people remember and share.

Winter, EnableUs Community

Totally. I actually had a parent once who showed me this handwritten thank-you note from their provider. It was just a simple card, but it meant so much to them. She ended up telling everyone at her local playgroup about it, and suddenly, that provider was the talk of the community. It's those small, memorable gestures that really get people talking.

Will, EnableUs Community

Yeah, and I think sometimes we underestimate how powerful that is. Like, you can spend all this time on marketing, but if you just nail those real, human moments—like a thank-you note or just being transparent and clear in your communication—that's what people latch onto. It's trust, but it's also just being memorable in a good way.

Winter, EnableUs Community

And it's not just about being nice, either. It's about being reliable, following through, and making sure people feel seen. That’s what makes your story worth sharing, and honestly, it’s what keeps your name coming up in conversations, even when you’re not in the room.

Will, EnableUs Community

So, let's get practical. If you want people to talk about your service, you gotta make it easy for them, right? Like, have an info pack ready to go, keep your onboarding simple, and explain your services in a way that anyone can repeat. If someone can't describe what you do to their mate, they're probably not gonna refer you.

Winter, EnableUs Community

Exactly. And I think sometimes we overcomplicate things. Like, if your process is confusing or you’re hard to reach, people just won’t bother. But if you make it easy—like, here’s a simple brochure, here’s how to get started, here’s what we actually do—it takes all the friction out of referring you.

Will, EnableUs Community

And don’t forget about celebrating milestones. I know it sounds a bit cheesy, but marking birthdays or achievements—obviously with consent—can really amplify that positive word of mouth. I remember hearing about a provider who became famous for showing up with surprise cupcakes on participants’ birthdays. Suddenly, everyone wanted to be with them, and referrals just started rolling in. It’s those little things that make you stand out.

Winter, EnableUs Community

Yeah, and it doesn’t have to be big or expensive. Sometimes it’s just remembering a participant’s favourite snack or sending a quick message to celebrate a win. Those moments get shared, and people remember how you made them feel. It’s like, “Oh, they did that for my son too!” and suddenly, you’re the provider everyone’s talking about.

Will, EnableUs Community

And honestly, if you’re reliable and you do what you say you’ll do, every single time, that’s huge. People want to refer someone they trust, not someone who’s a bit hit and miss. So, keep it simple, keep it personal, and make it easy for people to talk about you.

Winter, EnableUs Community

Alright, so you’ve got people talking about you—how do you keep that going? I think it comes down to staying connected with your referrers, like support coordinators and families. Not in a naggy way, but just checking in, sharing updates—again, with consent—and actually saying thank you when they send someone your way.

Will, EnableUs Community

Yeah, and don’t forget about feedback. We talked about this in our last episode, but it’s worth repeating—asking for feedback and actually listening to it is massive. If someone gives you constructive criticism, don’t just brush it off. Use it to improve. And if you get positive feedback, turn it into a testimonial. That stuff is gold for building trust.

Winter, EnableUs Community

I’ve seen this work firsthand. There was a service that kept getting feedback about slow communication. Instead of ignoring it, they put in a new system for quicker updates and made sure everyone knew about it. Suddenly, people started saying, “Oh, they actually listen and fix things.” Their referrals went up, just from acting on that feedback.

Will, EnableUs Community

That’s such a good point. It’s not about being perfect, it’s about showing you care enough to improve. And honestly, just being easy to reach, following up, and celebrating those small wins—those are the things that keep you top of mind. People want to refer someone who’s reliable and real, not just ticking boxes.

Winter, EnableUs Community

Yeah, and I guess if there’s one thing to take away, it’s that word of mouth isn’t luck. It’s the result of all those little, intentional things you do every day. So, keep it personal, keep it simple, and keep showing up for your community.

Will, EnableUs Community

Couldn’t have said it better. Alright, that’s it for today’s episode. Thanks for tuning in, everyone. We’ll be back soon with more ways to help you find and connect with the right participants.

Winter, EnableUs Community

Thanks so much for listening! Will, always good chatting with you. See you next time!

Will, EnableUs Community

You too, Winter. Catch you all next episode. Bye!