How to manage Client Referrals

Purpose

This SOP outlines the precise steps for processing client referrals and applying the associated "referrer bonus" within SWEAT Digital. Its core purpose is to ensure all referral bonuses (typically 4 weeks of free management service fees) are accurately adjusted in Ignition, tracked diligently in Monday.com, and communicated clearly to the referrer client. This guarantees correct invoicing, acknowledges client loyalty, and maintains precise financial records for SWEAT Digital.

Scope

This SOP applies to all SWEAT Digital clients who successfully refer a new client to the agency. The process is initiated by a Google Chat notification and primarily executed by the Support Specialist. This SOP covers the logging of referral details, the adjustment of billing, and the notification to the referrer client.

Definitions

Prerequisites

Before initiating this SOP, the following must be in place:

• Confirmed access to Monday.com (specifically the Referrals Board in the Operations workspace).
• Access to Ignition with the necessary permissions to edit client billing schedules and apply discounts.
• Access to Google Chat to receive referral notifications.
• The automatic email notification for "Referral Bonus Applied" must be correctly configured in Monday.com to trigger upon status change to "Done."

Triggers

This process is triggered by:

• A Google Chat notification in the #Support channel, detailing a successful client referral.
  • Example Notification Format:

TASK: New Referral Bonus
Please complete referral bonus for active client.

Referrer Client: [Name of Referrer Client]
Referrer Bonus: 4wks
Referral Client: [Name of Referral Client]

Roles & Responsibilities

Step-by-Step Process

1. Receive Referral Notification

• Action: The Support Specialist will receive an automated notification in the #Support Google Chat channel.
• Review: Carefully review the notification for the Referrer Client, Referrer Bonus (default 4 weeks), and Referral Client details.

2. Log Referral in Monday.com

• Navigate: Go to Monday.com > Operations workspace > Referrals board.
• Create New Item: Create a new item for the referral.
• Populate Details: Fill in the following columns:
  • Referrer Client: Enter the name of the client who made the referral.
  • Weeks Free: Input "4 weeks" (or the specified bonus duration if different).
  • Referral Client: Enter the name of the new client acquired through the referral.
  • Status: Set to "Progress" by default.
  • Submitted by: Enter your name (the Support Specialist logging the referral).
  • Date: Enter the current date.

3. Adjust Billing for Referrer Client in Ignition

• Understand the Bonus: By default, the Referrer Bonus grants the Referrer Client 4 weeks of free management service fees. This means you'll need to apply one week's worth of discount to each of four individual weekly invoices.
• Navigate: Go to Ignition > Clients > [Search for Referrer Client] > Billing Schedule tab . You'll see all scheduled weekly invoices here.
• Edit Four Separate Invoices to Apply Discount: For each of the next four upcoming weekly invoices that haven't been issued or generated:
  • Click on the invoice to edit its details.
  • Scroll to the "Amount" section to see the breakdown of fees.
  • For each service line item that represents management service fees (e.g., "Meta Advertising Management," "Google My Business Management"):
    • You'll see the "Price" (the client's usual weekly payment for the service) and a "Discount" field.
    • In the "Discount" field, enter the exact weekly amount of that specific management service.
    • Example: If "Meta Advertising Management" is $150/week, you'd enter $150 as the discount amount for that service line item on this particular weekly invoice.
  • IMPORTANT:
    • DO NOT apply any discount to line items related to ad spend.
    • This method keeps the original service amount for future billing, and the discount just zeroes out the management fee for that bonus week.
  • Once discounts are applied for all relevant management fees on the current invoice, hit "Next" to review the details.
  • Proceed to click the "Schedule Invoice" button to save the changes for this individual invoice.

4. Update Referral Status in Monday.com and Trigger Notification

• After confirming the billing adjustment in Ignition is complete:
• Navigate: Go back to Monday.com > Operations workspace > Referrals board.
• Update Status: For the relevant referral item, change the "Status" column from "In Progress" to "Done."
• Automatic Notification: Setting the status to "Done" will automatically trigger an email notification to the Referrer Client, informing them that their referral bonus has been applied.
• Verification: While the email is automated, it's good practice to briefly check the "Closed" mailbox in Help Scout to confirm the "Thank You for Your Referral!" email was sent out.

Notes

• Accuracy is Paramount: Double-check all client names and discount amounts in Ignition to ensure the correct client receives the correct bonus.
• Default Bonus: Remember the standard "4 weeks" bonus, but be aware of any custom arrangements that might be specified in the Google Chat notification.
• Referrer Client Only: The bonus is applied to the referrer, not the new client.
• Automated Communication: Rely on the Monday.com status change to trigger the client notification, but always perform a quick check to ensure the system functioned as expected.
• Troubleshooting: If the automatic email fails to send, immediately notify the Support Manager and investigate the Monday.com automation setup.

Tools Used

Templates