You will be able to thank referrers in a way that is personal and keeps them updated.
Three months ago, one of Arjun's clients introduced him to her colleague. Arjun met the colleague, helped him and his wife sort out their cover before their baby arrived, and they became clients. He never told the original client any of this. When he asked her for another referral at her annual review, she said, a little coolly, that she hadn't heard back about the last one and assumed it hadn't worked out.
She had done Arjun a favour, and as far as she knew, it had disappeared. This lesson is about the thank-you that makes a referrer glad they helped, and keen to do it again.
Thank the referrer on the day the introduction happens. Not when the friend signs up, which may be weeks away or never. The introduction itself is the favour, and it deserves thanks on its own.
You already thanked them publicly in the introduction thread, as lesson 6.1, The double opt-in introduction, described. Now send a short private message too. It should be personal and specific: name the friend, and say what you appreciate.
Wei Ling's same-day message to Dr Lim: "Thank you again for introducing me to Kumar. It means a lot that you'd recommend us to someone you know. I'll take good care of him." Three sentences, sent in the evening after the introduction.
People who make an introduction want to know whether it helped. They're not asking for a sales report. They want to know their friend was looked after and that their effort was worth it. Telling them is the single most overlooked step in the referral process, and it's where Arjun went wrong.
So send an outcome update. When something happens, such as a first meeting, a decision, or a decision not to go ahead, tell the referrer in a sentence or two.
There's a limit. You can't share your new client's private details with their friend. What they bought, how much they spend, their health, their finances: none of that is yours to pass on. Arjun in particular has to be careful, because his new clients' financial and health information is confidential. A safe update says only what the friend would be comfortable with: "We met last week and had a really good conversation. Thank you again for putting us in touch." If you're unsure what you can say, ask the friend: "Is it all right if I let Mei Ling know we're working together?"
Wei Ling's update to Dr Lim, a month later: "Just wanted to let you know Kumar's clinic is now up and running with online booking. He says the front desk is coping much better. Thank you again." Kumar had said she could share that.
If the friend didn't go ahead, say so kindly too. "We had a good chat, and it turned out the timing isn't right for them yet. Thanks so much for thinking of me." The referrer would rather hear that than nothing.
Many salespeople reach for a voucher or a gift card as a thank-you. It's quick, but it can feel transactional, as though you've paid for a name. And in some industries, it's restricted, as you'll see in a moment.
A personal gesture often means more. A handwritten note, posted or left at their office, is rare enough now that people keep them. A small thing connected to something you know about them, such as a coffee from the place they mentioned, or a book on a topic they care about. A public thank-you on LinkedIn, if they're comfortable being named. Wei Ling sent Dr Lim a handwritten card with a short note about how much the introduction meant to her.
What makes a gesture personal is that it shows you know them. The cost matters far less.
Before you send anything with money value, check your industry's rules and your employer's policy on gifts. Some industries have strict rules on gifts to clients, or rewards for referrals.
Financial advisers in Singapore, like Arjun, need to check their firm's rules on gifts and referral rewards before giving anything, because the firm's policies reflect the requirements it operates under. Arjun's firm told him a handwritten note was fine, so that's what he uses. Healthcare, property and other regulated fields have their own codes too. Your employer's compliance team can tell you what's allowed.
Even in unregulated businesses, think about the referrer's side. Some clients work for organisations that restrict what gifts their staff can accept. A note is always safe.
Have both messages ready before your next introduction arrives, so you can send them on time without thinking. The same-day thank-you takes a minute to adapt. The outcome update can be a short framework you adjust to whatever happened, plus the question you'll ask the friend about what you may share.
In the activity below, you'll write your thank-you message and a short outcome update you will send referrers.
Write your thank-you message and a short outcome update you will send referrers.
Junxiong-WFG Organisation is an authorised representative of AIA Financial Advisers Private Limited (Reg. No. 201715016G).