At the heart of our commitment to client satisfaction lies our mission to revolutionize the referral experience. We understand the significance of word-of-mouth marketing and strive to create a seamless and rewarding process for our valued clients. Our dedication extends beyond delivering exceptional services; we aim to go the extra mile by acknowledging and celebrating the trust placed in our agency through referrals. 🤝
Through our comprehensive referral program, we simplify the process of sharing our services with others. With just a few clicks, clients can conveniently refer their friends, family, or colleagues to our agency. As a token of our gratitude, each successful referral is rewarded with a digital gift card. This thoughtful gesture not only expresses our appreciation but also encourages clients to actively participate in the growth of our business. 🎁🎉
Moreover, our referral program is designed to be mutually beneficial. 🤝 While we celebrate the success of our clients' referrals, we also recognize the efforts and trust placed in our agency. By rewarding referrals, we foster stronger relationships with our clients and create a positive cycle of appreciation and loyalty. 😊
Follow Agency Standards
Ensure that the amount of gift cards sent to referrals in New Jersey do not exceed $25 each, which is the standard limit for that state on Thanks.io. 🎁
Verify the accuracy of mailing addresses using the USPS to ensure successful delivery. 📬
Set up the referrer as a linked applicant to the referral's EZLynx account. 📂
Update the referral tracker before the weekly cut-off time to facilitate the timely mailing of gift cards. 📝
For gift cards and care packages, any expense over $75 must be approved by the COO. These expenses are also capped at a maximum of 1-2 per week.
Reach out with email, text, and call and do another follow up and set a deadline; document with Labels.
Failure to complete weekly referral tracker. 👎
Neglecting to link back to the referral applicant. 🔗
Omission of a link back note. 📝
Deviation from the established process standards. 🚫
NOT moving activities to discussion titles
NOT renaming discussion titles
NOT adding document to correct folders
NOT renaming document to correct document naming conventions
NOT Associating document and discussion title to policy.
NOT associating (attaching) the documents to the discussion for context.
Watch this video: Understanding the Referral Program
We will pay $25 per referral to anyone who refers us to a new client that we bind.
Referrals report will be reviewed and paid weekly by Executive Team
The max limit is $25. If you would like to send something else like a gift basket please contact Carlo Customer Care Process ✅
Make sure that the referral EZLynx profile account is correct and there’s a link back note for both the client referred to us and the referrer's EZLynx account. They must be linked applicants to each other. 🔗
Always select the tab for the correct date at the bottom of the spreadsheet
This report has the following filters (Referral- Other and Referral- Client Center) It has a 1 week lag following when an opportunity was closed (not the effective date) . Video Explainer
Make sure you are using the Sales Center and entering the lead source as referral-other and putting the account in closed-bound status. If you are not then it will not show up on this report and do not assign tasks to anyone to send out gift cards.
On the referral report going forward if an account has multiple policies, we will just put 1 on the report and not multiple policies
For gift cards and care packages, any expense over $75 must be approved by the COO. These expenses are also capped at a maximum of 1-2 per week.
If they are not a client of the agency or don’t have any active policy please create an account to make sure we are sending the GC to the right address. For example, please see this account. https://app.ezlynx.com/web/account/148490812/overview
Clients can submit referrals through two channels:
Our website referral form: https://www.streetsmart.insurance/refer-a-friend/
Directly within their Client Center account (We have the referral automation going on for new and renewal clients)
Advisor Evolved Website Referrals: When a referral comes in through the website, a task will be assigned by the operations team within the referring client's account.
Client Center Referrals: These referrals will be similarly noted within the client's account.
The task will be assigned to a team member (technician) in the applicable department.
The assigned team member (technician) will promptly contact the referred prospect.
In the initial conversation, clearly state that the call is from Streetsmart Insurance due to a referral from [Referring Client's Name].
Detailed notes will be added to the client's account to track progress. Make sure to do follow-ups.
Include key dates and outcomes of interactions with the prospect.
Once the referred prospect becomes a client, link their new account back to the original referring client's account to acknowledge the referral.
As of the moment, there is a problem with generating a referral report from EZLynx. ⚠️ There is a pending EZLynx ticket to resolve this issue.
In the meantime, we have updated the DailyBot referral check-in with the referral report excel sheet link where you can directly input your referrals from last week. 🤖
The operations team will validate the opportunity source’s correctness. 🕵️
Reviewing - Initially, an order goes into 'Reviewing' which is the 1-Hour window allotted to review. We can still cancel the gift card before it gets processed.
Processing - When a gift card order is sent/submitted to the printer, it will be in processing.
Printed / Shipped - The gift card order is printed and mailed.
Out for delivery / Delivered - The mail piece has been green lit for delivery at the recipient's nearest postal facility. The mail piece should reach the mailbox within 1-2 business days of this tracking event depending on the USPS schedule.
Failed / Error - Orders that have failed due to technical errors. The most common error is 'Address Incomplete or Missing' and 'Address Undeliverable.'
Returned gift cards could happen if the mail piece is being returned by USPS to sender due to barcode, ID tag area, or address errors. We can check the reason for return or error by reviewing the gift card for certain insured.
The specific reason for each error will be shown. The most common errors are 'Address Incomplete or Missing' and 'Address Undeliverable.'
If the gift card has the correct address based on EZLynx information and is still undeliverable, go to the referral link and send an email campaign using the Referral>Undeliverable Gift Card Template. They can send their updated mailing address or request for a digital gift card. If they do ask for a digital option we can send it via Melio.
If the insured opted for Melio, ask Audrey Ariola to send a check for referral fee. Provide her the EZLynx account for the Name and Address and the amount. Then, set expectations with customers that it should arrive within 7-10 business days.
If unresponsive to our emails, ask the TED team to call them so we can get an answer ASAP.
This is the section where we outline all of the hairball, wonky things that can happen so we have a Plan B ready to go. 😱
Here are some options for the what if situations that may arise. We want to empower you with a plan rather than having to scramble. 💪
🤔What if the gift card was returned/undeliverable?
When we encounter this kind of error, please double check with your referral their correct address and update it in the EZLynx applicant profile if necessary. Most of the time, they might have a 2nd address line (e,g, Apartment number, bldg etc).
🤔What if we need to send something other than a $25 gift card?
Check Customer Care Process and let Carlo Ferrara know
🤔What if the insured prefers a digital gift card?
Ask Audrey Ariola o send a check for referral fee
🤔What if the insured or carrier is unresponsive?
Remember to do two follow-ups, with a week between each. Please utilize the Labels to document this.
Referral>Undeliverable Gift Card Template