Turn a referral into a customer

A referral is not a customer yet. A neighbor filled in a short form because they want their pool serviced. Next is a phone call.

Where they show up

A New Referrals panel sits on your Today page, above the briefing: “2 neighbors want to join — give them a call, get their pool details, then set them up.”

Waiting days, what’s still missing, and the three things you can do about it.

What each card tells you

• Who they are, and who referred them. “Derek suggested I call” opens the conversation.
• How long they’ve been waiting — “Waiting 12 days.” A referral is warmest on day one.
• Their address and email.
• “Still needed before activation” — usually a service plan and pool details. Exactly what you collect on the call.
• Whether you’ve reached out — “Contacted · 8d ago.”

What to do with one

1. Call them. Get pool size, type, sanitizer, filter, and the service they want.
2. Mark contacted, so the rest of the office knows where it stands.
3. Set up customer. This opens the customer with what PoolHelm knows already filled in. Add the service level and pool details the card flagged.
4. Switch them on once the checks pass and the customer reads Ready.
5. Put them on a route. Route fit on the Referrals page tells you which of your days they’re nearest.

Dismiss takes a card off the panel. Use it when a referral goes nowhere. The record stays on the Referrals page.

Setting the customer up unlocks nothing. Both credits wait on that new customer’s first invoice being paid.

See also: “When do referral credits unlock?” and “Why is a customer ‘inactive’?”