Referrals

Scope

Definition

Referrals is how we ask happy clients to bring friends and family to Leor, and how we welcome and thank them.

Applicable to
  • Relationship Manager, Receptionist and Center Manager VERIFY: roles
  • Every happy client, in every center

Why it matters

Sk why
  • Trust comes with them. A friend's advice is the strongest reason for a new client to choose Leor.
  • Better clients, lower cost. Referred clients cost less to find, and they often stay longer.
  • It proves our results. Clients only refer when the result and the visit were good.

Never

Sk rule
  • Tell a client about the treatment or results of the person who referred them, or the other way round.
  • Promise a reward that is not part of the Leor referral offer.

How it works

A referral is earned with a good result first. Then we ask, make it easy, and say thank you.

Sk steps
Ask at the right moment

Ask when the client is clearly happy.

Explain the offer

Tell the client what they and their friend get.

Make it easy

Give the client something they can share in one tap.

Welcome the friend

Make the new client feel expected.

Say thank you

Thank the client who referred, every time.

Best practices

Sk tips
  • Earn it first. Focus on the client's result. A happy client refers without being pushed.
  • Ask once, ask well. One clear, friendly ask works better than many small hints.
  • Make it personal. Use the client's name and their own result when you ask.
  • Thank them fast. A quick thank you makes the client feel valued and keen to refer again.
  • Celebrate it. Name the team member who got a referral in the Huddle.

Training

Sk train
  • By: VERIFY: who trains (Center Manager or a senior Relationship Manager), at real checkouts
  • How: Read this note. Then watch a colleague ask for a referral, and ask with a colleague next to you.
  • Time: VERIFY: time to Independent
  • Sign-off: A manager checks the referrals saved in Zenoti
  • Material: Coming soon
Sk levels
  • Observe You watch a colleague ask a happy client for a referral. A colleague shows you
  • Assist You ask for a referral and explain the offer. A colleague is with you
  • Supervised You run the full referral flow alone. A manager checks Zenoti
  • Independent You ask, welcome and thank on your own, and coach others. No check needed

Words to know