Referral Program

Word-of-mouth is the most powerful marketing channel for a relationship-based grooming salon. Kendra’s loyal customer base is the engine — this program makes it easy and rewarding for them to spread the word.

Program Structure

[Agent prompt: Set the reward amounts once pricing is finalized. A common effective structure: $10-$ 15 off for the referrer, a discount on the new client’s first visit. The new client discount incentivizes them to actually book (not just “check it out”).]

Referral Type	Reward for the Referrer	Reward for the New Client	When Issued
Refer a new client	$[XX] off their next appointment	$[XX] off their first appointment	After the new client completes their first appointment
Multi-dog household referral	$[XX] per new dog booked	—	After each new dog’s first appointment

How Referrals Are Tracked

At booking, ask all new clients: “How did you hear about us?”
If they name a current client: record the referrer’s name in the new client’s record (Contact Information → Referral source)
Record the referral in the referrer’s client record (Loyalty Status → Referred clients)
After the new client completes their first appointment: apply the referrer’s reward to their client record as a credit
Notify the referrer: “Your reward is ready! You’ve got $[XX] off your next visit — thank you for sending [new client name] our way.”

Important: The reward is issued only after the new client completes their first appointment — not just at booking. This protects against referral fraud and no-shows.

Where Referral Credits Live

Referral credits are tracked in the referring client’s record under Client Notes:

Referral credit: $[XX] — applied toward [appointment date]

Note when credits are applied so they’re not doubled.

Communication Script — Inviting a Client to Refer

Use this when a client expresses that they love the salon (at pickup, in a text, on social):

In person at pickup:

“We’re so glad [dog name] looks great! If you know any other dog owners looking for a groomer they can trust, we’d love the introduction. We do offer [a discount / a credit] for referrals — I can text you the details.”

Via text (follow-up to a happy visit):

“Hey [name]! So glad you loved [dog name]‘s groom today. If any friends or family are looking for a groomer, we’d love a referral — we’ll take $[XX] off your next visit when they come in. Just have them mention your name when they book! 🐾“

Promotion Timing

The referral program is most effective when promoted at moments of peak satisfaction:

At pickup after a great first appointment
After a positive review is left
During holiday promotions (gift a groom)
In the post-visit text/thank-you message (see loyalty-and-retention)