The playbook
Referral Programs: Template and Field Guide
This referral programs template turns a broad task into a record another person can use. It captures referrer, introduction, eligibility, then connects that information to a decision. Copy the table into your working document or system and create a separate record for each item in scope.
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.
Copyable worksheet
| Field | Entry instructions |
|---|---|
| referrer | Record the referrer associated with this customer or opportunity record. Use a stable reference so later updates can be matched. |
| introduction | Record the introduction associated with this customer or opportunity record. Keep the value specific enough for another owner to interpret. |
| eligibility | Record the eligibility associated with this customer or opportunity record. Keep the value specific enough for another owner to interpret. |
| outcome | Record the outcome associated with this customer or opportunity record. Keep the value specific enough for another owner to interpret. |
| Decision field | Entry instructions |
|---|---|
| Observed problem | Describe the actual condition and where it was observed. |
| Recommended action | State the smallest action that resolves the documented problem. |
| Evidence | Link to the record, observation, or test supporting the action. |
| Owner and next review | Name the accountable person and when the decision should be revisited. |
How to complete the worksheet
Begin with referrer. Use the same reference throughout the record so notes are not attached to the wrong item. Then define who is a suitable referral and how introductions work. This establishes the information required before the worksheet becomes a request for action.
Next, explain any incentives and eligibility clearly. Use the observed problem and evidence fields to explain why that step is needed. A useful entry describes an actual condition, such as rewarding raw contact submissions without regard to relevance, rather than a broad instruction to “improve performance.”
Finally, track referrals through qualification and follow-up. Put measure accepted introductions and disclose program terms in the action field only when it addresses the observed condition. If the problem is different, change the action. The template is a structure for judgment, not a reason to apply the same fix everywhere.
Illustrative completed decision
| Part | Illustrative entry |
|---|---|
| Problem | Rewarding raw contact submissions without regard to relevance |
| Action | Measure accepted introductions and disclose program terms |
| First check | Define who is a suitable referral and how introductions work |
| Follow-up check | Track referrals through qualification and follow-up |
| Outcome to define | qualified referred opportunities |
Adapt the fields without losing meaning
You can add fields required by your team, but each should change a decision or preserve necessary context. Keep factual observations separate from recommendations. If introduction changes, record the new value and its effective date instead of silently rewriting the context of an earlier decision.
Use the record in a handoff
Ask the receiving owner to explain the next action using only the worksheet. Missing context becomes visible quickly during that exercise. Repair the record before applying the structure to a larger batch. Keep qualified referred opportunities connected to the item so the team can later assess whether the action was useful.
Preserve the context of the last meaningful conversation. The next owner should know what was promised, what remains unresolved, and who is expected to act. A stage label alone rarely supplies enough information.
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