While the concept is not complex, there are a few small steps involved to ensure that a referral goes through the entire process and is converted into a completed job. What does the life cycle of a referral look like, from beginning to end, though?
The first step is to complete a job with a scheduled customer. Customers will take note of excellent service and are more likely to refer out businesses that feel they get the most quality work from! After your crew performs an excellent job for the customer, Chatavise will automatically send out a review invite when the job is closed out.
This will be the exact same invite Chatavise has been using to help you receive feedback and reviews from customers. If a customer clicks the thumbs up button on the soundingboard page, this will trigger a referral link text to be sent to this customer.
Customers can click the link and will now have access to their own personalized referral page and link. From here, they will have the option to share their links three different ways with their friends and family: through text message, a copied link, or QR code. Each of these ways to share the referral link will be individual to the customer. You can share a referral link by interacting with them at the bottom of the page.
This is what the customer will see if they click on their personal referral link. At the top, they will be able to keep track of how many of their referral links total have been clicked or interacted with. They'll also be able to see how many new form submissions have been submitted through their referral link, as well as how many referrals have actually followed through and completed service.
At the bottom, they'll be able to keep track of this same information as well as which link sharing methods are getting the most interactions. They will also be able to interact with these different link share types on this page. Customers only need to click the link share to follow through with the referral.
You may also notice that the technician tied to the customer's job will be visible on this page. Technicians can be rewarded and receive points for completed referrals. Customers will often prefer to work with the same technician for each service; as a result, they are more likely to share a link that ensures their friends and family will be taken care of by the same employee they work closely with.
Once the link has been shared through the customer's preferred method, it's now up to the potential new customer to click on the link and fill out the lead form. Here's a look at our current referral lead form:
New potential customers that fill out the lead form will be submitting their contact info to your team so that you can now reach out and set up a date for service. Once the service has been scheduled, all that's left to complete the referral cycle is ensure that the job is followed through with.
Completed referrals will now show up as a Lead Conversion on the Referrals dashboard.
If Rewards have been set up and the referrals reward is being used, technicians will also receive the set amount of points for a completed referral.
Once the new customer has officially received their service, and the referral cycle is complete, it's time to reward your loyal customer for bringing in new business. Customers will need to be manually compensated for their completed referral, whether that's by mailing or emailing them a gift card, or giving them a percentage off of their next order.