Keep customers coming back

Referral Program

Make it easy for customers to recommend you.

We plan how to ask for introductions, help people take the next step and thank the customer who recommended you. This is a proposed service: we agree the delivery scope, tools and responsibilities before setup.

Discuss a referral program Explore the scope ↓

Our booking page calls this a Growth System Review. You can use the session to discuss a proposed referral program and its scope.

A recommendation needs somewhere to go.

A customer may recommend your work without knowing the best way to introduce someone. An introduction can sit unanswered, and the person who sent it may never hear a thank-you. A clear process gives each person a simple next step.

Why this work matters

16% higher modeled six-year value for referred customers in a German bank study.

Track referred enquiries and their outcomes as a distinct acquisition path.

Schmitt and colleagues compared 5,181 referred with 4,633 non-referred German bank customers acquired in 2006, observing behavior for about 33 months and modeling six-year value. The 16% difference is an association after controls, not proof that asking for referrals increases introductions or value.

Source: Schmitt, Skiera & Van den Bulte, Journal of Marketing, 2011 · Study context and citation →

Why this work matters

Your referrals Referrals in the last twelve months, divided by jobs completed. Most owners don't know the number.

Record introductions and their outcomes before deciding where a referral invitation belongs.

This is a question to answer from your own completed jobs and enquiry records, not an external study.

From your own records · No external benchmark

The managed work

What we take care of

Referral plan and timing

Define an appropriate moment after completed work to invite a recommendation. Agree the audience, contact permissions, channel and frequency around the customer relationship.

Invitation and thank-you drafts

Prepare messages customers can understand and pass on, plus a simple acknowledgement for the person making an introduction. Your team approves the wording before use.

Reply handling and handoff

Set out who receives replies, who answers a referred enquiry and how an introduction reaches that person. Confirm which steps we handle and which stay with your team.

Review recorded introductions

Choose the records available to review invitations, reported introductions and thank-yous. Agree a review schedule and identify gaps without treating unrecorded referrals as measured results.

Working together

How the service runs

Agree the scope

Look at how recommendations reach you today. Before setup, we confirm what we can deliver and who will handle the work.
Prepare the customer journey

Draft the invitation and thank-you, confirm the contact route and walk through a sample reply with your team. Keep the referral invitation separate from the review request.
Review the agreed routine

Review the records at the agreed interval, check that replies reached their owner and refine the timing or wording. Ongoing sending and handling responsibilities are set out in the proposal.

Illustrative example

An invitation with a clear reply path

Fictional messages illustrating a proposed process, not a live program, customer testimonial or measured result.

Example invitation

“Thank you for choosing us for your repair. You’re welcome to pass our contact page to someone who needs similar help. They can tell us what they need and contact us directly.”

Example reply and handoff

Customer reply: “I passed your details to my neighbour, who will call you.” Handling note: thank the customer; the enquiry owner handles the neighbour’s call when it arrives. No unsolicited contact is started.

Example thank-you and record

“Thank you for passing our details on. We appreciate the recommendation.” Record the reported introduction and acknowledgement in the agreed record; a recommendation alone is not a confirmed enquiry or sale.

A clear scope

What to agree before we start

The proposal confirms what can be delivered, who sends invitations, who handles replies and who thanks referrers. Dedicated referral tracking, attribution dashboards, integrations and full program administration are not included by default.

The plan does not assume rewards or incentives, and it makes no promise of referral volume, bookings or revenue.

Review invitations remain independent of referral participation and customer satisfaction. Customers do not need to refer someone or leave positive feedback to receive a review invitation.

An introduction does not automatically give permission to contact another person. The agreed process lets them enquire directly or confirms permission before a handoff.

Standalone pricing, timing and service commitments are set out in your proposal. The Growth System’s package timing and guarantee do not automatically apply to an individual service.

Useful details

Questions about Referral Program

What will you set up for us?

We start with a proposed plan for timing, messages, replies, handoff and thank-yous. Your proposal names the tools and explains who will send invitations and handle replies. The service name alone does not include full program administration.

Do customers need to leave a review to refer someone?

No. Reviews and referrals are separate requests. Review invitations are not limited to customers who make referrals or report a positive experience.

Who is the Reputation Manager?

The Reputation Manager is the accountable role overseeing Review Management and the Referral Program. The role coordinates the agreed work across those services; it is not an additional package or customer-journey stage.

Will we know which sales came from referrals?

We review the evidence your agreed records can support. A customer naming a referrer can help identify an enquiry’s source, but we do not assume complete attribution or a dedicated tracking system. Bookings and sales are reported only where recorded.

Connected work

Prefer one managed package?

The Growth System connects work across the customer journey. We plan the work around what your business needs. Capabilities you already handle do not automatically reduce the package price.

Explore the Growth System

Your next step

Let’s talk about Referral Program.

Tell us how customers recommend you today and who receives those introductions. We’ll discuss a practical scope for the program.

Book a discovery session View all services

Use our Growth System Review booking page to discuss the proposed referral program and its scope.