The playbook
Referral Programs: Review Process
A useful referral programs review ends with a supported decision for each item examined. Define the evidence required before opening the report: referrer, introduction, eligibility, outcome. These fields give reviewers a shared basis for agreeing what is working, what needs attention, and who should act.
Put the task in context
Explain what makes a relevant introduction and how the referred person will be contacted. Keep incentive terms clear. Track introductions through acceptance and qualification so the program rewards useful relationships rather than indiscriminate contact submissions.
Set the review boundary
Choose the records or journeys that matter to the current question. Include a normal case, a recently changed case, and an exception where available. This is a diagnostic sample, not a claim that every item has been checked. Record how the sample was selected and what would justify expanding it.
Use explicit review criteria
| Criterion | Review question |
|---|---|
| Define who is a suitable referral and how introductions work | Is the supporting referrer current and traceable? |
| Explain any incentives and eligibility clearly | Does introduction support the decision being made? |
| Track referrals through qualification and follow-up | Can the next owner verify outcome? |
Inspect the evidence before assigning a result
For each item, compare the intended behavior with the observed behavior. Pay particular attention to rewarding raw contact submissions without regard to relevance. If it appears, record where it occurs and which assumption it contradicts. Distinguish a verified defect from an unanswered question and from a preference about how the work should look.
Where the evidence supports the known correction, measure accepted introductions and disclose program terms. Give that action to an accountable owner with a description of the expected result. If you cannot yet identify the cause, assign a diagnostic action rather than prescribing a speculative repair.
Record a decision that can be acted on
| Decision | When to use it |
|---|---|
| Keep | The current state serves the intended task and the evidence is adequate. |
| Revise | A specific gap is confirmed and the proposed action addresses it. |
| Investigate | Important information is missing or conflicting. |
| Retire or combine | The item has no distinct useful purpose in the current scope. |
Verify corrections and expand selectively
Recheck the affected customer or opportunity record after the owner completes the action. Then inspect other items sharing the relevant cause. A shared template, process rule, or data source may justify expanding the review. Similar wording or appearance alone is a weaker reason.
Turn the review into a decision summary
Summarize the affected scope, confirmed findings, actions, and open questions. Connect the findings to qualified referred opportunities using the same definition as the baseline. A good summary lets the responsible person decide what happens next without reading every working note.
Use observable customer milestones when assessing progress. A seller sending a message is an activity; a buyer agreeing to a next meeting is a different event. Recording both helps the team locate the actual constraint.
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