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Introduction to Customer Referrals

This guide introduces the customer referral programme, explaining how referrals and rewards work, how to set up your programme, and where to manage your referrals.

Written by Costa Bontioti

📝 Overview

Word of mouth is one of the most effective ways to grow a business, as people are more likely to pay attention to a recommendation from a friend. A customer referral programme rewards your existing customers for spreading the word, helping you build loyalty and bring in new customers.

This guide introduces how customer referrals work, how rewards are given, and how to get your programme set up from your Business Dashboard.

🔄 How Customer Referrals Work

Each customer has their own referral code to share. When an existing customer refers someone new, both customers can be rewarded.

  1. Customer A shares their referral code or link with Customer B.
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  2. Customer B signs up using the code and automatically receives the free prepaid plan or pack membership you have chosen, for example a one-week trial.
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  3. The referral appears under To-Dos ➜ Referrals for you to review.
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  4. Once you confirm the referral, Customer A receives account credit if you have set this up as the reward.

⚠️ The membership is given to the referred customer for free, so make sure you choose one you are happy to give away.

🎁 Choosing Rewards

You decide what the referred customer receives and what the referring customer earns. The referring customer can receive account credit, or nothing if you would prefer to reward them another way.

Account credit is not always the ideal reward. For example, you may be happy to give away a free class, but not the same value in merchandise. To give a non-credit reward, select Nothing in your referral settings, then have a Staff Member add the reward manually once the referral has been confirmed.

🧠 Example:

To reward referrers with a free class, set the referrer reward to Nothing. When you confirm a referral, add a free single-class membership to the referring customer's profile.

🛠️ Setup

Your referral programme is set up from your referral settings, where you enable the programme and choose your rewards. Once that is done, your programme is ready to go.

💡 See the step-by-step guide to your referral settings here, or go straight to your referral settings here.

📋 Managing Referrals

Once your programme is running, you can confirm or cancel referrals, add a referral a customer forgot to enter, and see who referred whom.

Click the arrow to learn more about managing referrals

Confirming referrals

Referrals are confirmed manually, which lets you decide when a referral counts for your business.

💡 See how to confirm referrals here.

Cancelling referrals

If a referral was added by mistake or should not count, you can cancel it.

💡 See how to cancel referrals here.

Adding a referral for a customer

If a new customer forgot to enter a referral code when signing up, you can add the referral from their profile.

💡 See how to add a referral from the Business Dashboard here.

Viewing referral codes and referrers

You can see each customer's referral code, and who referred them, from their profile.

💡 See how to view a customer's referral code here, and who referred a customer here.

📊 Reporting

The Customer Referrals report gives you an overview of your referral programme, including who referred whom.

💡 Learn more about the Customer Referrals report here.

🧑‍💻 Customer View

When your programme is enabled, new customers are asked for a referral code when they sign up, and existing customers can find their code and a shareable link on the Customer Site.

💡 See how customers use referrals here, and how referrals work with family accounts here.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.

Click the arrow to view frequently asked questions

Which memberships can I give to referred customers?

Click the arrow to see the answer

Only prepaid plans and pack membership types can be given to new signups through your referral programme.

Why do I need to confirm referrals?

Click the arrow to see the answer

Manual confirmation helps prevent misuse, and lets you decide when a referral counts. For example, some businesses wait until the new customer has attended their first classes.

Will my team be notified about new referrals?

Click the arrow to see the answer

Yes. Referral details are included in the customer signup email notification, as long as your customer signup notifications are turned on.

💡 See the guide on referral notifications here.

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