Customer Review & Referral System
PURPOSE
The Customer Review & Referral System establishes a consistent process for earning positive customer reviews, generating referrals, and strengthening long-term customer relationships.
By proactively requesting feedback and encouraging referrals after every successful job, the business builds trust, enhances its reputation, attracts new customers, and increases customer lifetime value.
Without a structured review and referral process, satisfied customers often leave without sharing their experience, resulting in missed opportunities for growth and social proof.
PROCEDURE
Confirm the customer is satisfied before closing the job or project.
Ask the customer for a Google or preferred online review.
Provide a simple review link or QR code to make leaving a review easy.
Thank the customer for their feedback and support.
Introduce the company's referral program and explain its benefits.
Ask if the customer knows anyone who could benefit from the company's services.
Record all reviews, referrals, and customer feedback in the CRM.
Respond professionally to all customer reviews, both positive and negative.
Recognize and reward referral partners according to company policy.
Review customer feedback regularly to improve service quality and strengthen the customer experience.
SUCCESS BEHAVIORS
The most effective sales professionals consistently:
Prepare before every sales conversation.
Ask thoughtful questions before presenting solutions.
Focus on solving the customer's problem.
Follow up when promised.
Address concerns with confidence and honesty.
Ask for the next step before ending every conversation.
COMMON FLOW RESTRICTIONS
Sales processes become ineffective when teams:
Respond inconsistently or too slowly.
Talk more than they listen.
Fail to identify the customer's real needs.
Neglect timely follow-up.
Leave next steps unclear.
Stop nurturing opportunities before a decision is made.