Recording a client referral: what to keep and how to discuss a duplicate
Record buyer consent, contact details, the source and brief. Confirm acceptance and discuss previous contact without inventing guarantees.
'I sent this number before' and 'the client was already in the database' can both be true. To avoid relying on memory, establish in advance which action confirms the source of an enquiry and which rules apply to an existing contact.
Information for the first enquiry
| Information | What it helps establish |
|---|---|
| Buyer consent | Whether the introduction and sharing of the necessary details are authorised |
| Date and source | When the enquiry arrived and which partner referred it |
| Contact details | How to reach the client and check for a match with a previous enquiry |
| Purpose and budget | What the buyer is seeking now |
| Search history | Whether the client has spoken to the company and which properties have been discussed |
| Next step | The agreed conversation, viewing or clarification |
This is a list of useful information, not a confirmed specification of mandatory CRM fields. Check the account's current requirements. The first enquiry does not require passport scans, bank documents or information unrelated to property selection.
What to ask about previous contact
Ask what counts as a duplicate: matching contact details, active work with the buyer or any old record. Clarify whether the date of last contact, a different project and a new enquiry are considered. Do not assume every agency follows a 'first person to record the number gets the commission' rule.
If the buyer mentions previous contact with IBG, include it in the brief. Changing the name or using a different phone number does not resolve attribution and makes the history harder to reconstruct.
How to obtain clear confirmation
After entering the enquiry, check it in the account. If attribution rules or acceptance are unclear, ask the responsible person to confirm them for this referral. Keep the reply with the cooperation terms.
A question you could ask:
'The client says they previously enquired about a different project. Please confirm whether my current enquiry is accepted, how it will be attributed and which terms apply if the project changes or the client buys again.'
This is a sample message, not a promise of a favourable decision on a duplicate.
Why repeat purchases need a separate rule
In the Pattaya case one client bought two properties with a total value of THB 15.3 million, and the source reports a partner commission of USD 10,000. The story illustrates why repeat purchases matter but does not disclose a universal attribution period for all clients.
Before the referral, establish whether your agreement covers subsequent properties, how long that provision applies and what happens if another partner becomes involved. An answer from one case cannot be treated as a programme rule.
Questions and answers
Does a client record automatically guarantee a fee?
No. It helps document the enquiry. Entitlement to commission, its amount and the conditions for payment depend on the agreed terms.
Do I need to share the entire conversation history?
Share the relevant context: the client's brief, search history and agreed next step. Do not add unnecessary personal information or other people's contact details.
What if a duplicate is found?
Ask for the decision to be explained under the current rules and in relation to this enquiry. Do not bypass the check by creating another record. If you disagree, keep the dates and confirmations and follow the agreed procedure for discussing disputes.
Sources and methodology
IBG Property editorial team. This material helps you prepare questions about attribution; it does not publish the full duplicate-checking procedure or replace an agreement.
Review the rules before sharing contact details
Create a free account and clarify client attribution. Add a real enquiry after obtaining buyer consent and discussing the terms.