Referral Program & Ask Process

Purpose

Outlines Spartan's customer referral program and the process for asking at the right moments.

When to Use

After every completed job with a positive customer experience, and during follow-up communications.

Procedure

When to Ask

At job completion — customer is happiest and experience is fresh.

After a positive Google review — they've already shown willingness to advocate.

During follow-up calls — when confirming satisfaction.

Membership plan interactions — members are your best referral sources.

How to Ask

• "We really appreciate your business, [Name]. If you know anyone — friends, family, neighbors — who might need plumbing help, we'd love to take care of them the same way. We have a referral program that [describe current incentive]."
• Keep it natural and conversational.

Referral Tracking

Enter referral in ServiceTitan with source (referring customer name and job number).

Tag the new customer's record with the referral campaign/source code.

When referred customer completes a paid job, trigger the referral reward.

Notify referring customer their reward is being processed.

Referral Rewards

• Current program details managed by office team — check with your manager for latest incentives.
• Common formats: gift cards, service credits, or charity donation.
• Rewards processed after the referred job is completed and paid.

Important Notes

• Don't ask if the customer had a negative experience — fix the problem first.
• Referral leads are VIP — pre-sold with trust. Prioritize scheduling.
• Track referral conversion rate as a team KPI.
• Every employee can generate referrals — techs, office staff, installers, not just sales.

Related SOPs

• Post-Sale Customer Communication — follow-up touchpoints
• Lead Handling & Response Time Standards — how referral leads enter the system