Gathering feedback from customers
Customers you refer through Baton will receive a follow-up message asking about their experience with the company you sent them to.
The feedback message
Here is the message they receive:
📲 Hi Phil! ABC Pest Control here. Recently we referred you to another company,
XYZ Pest Control, for help taking care of some General pest control service or
inspection (residential or commercial). How'd it go? (Pick a number)
1- Great, signed up!
2- Got in touch but we said no-go
3- They weren't able to help
4- We never connected
5- Bad experience (please explain)
Why we request feedback
We do this for a few reasons:
Make sure the referral was qualified (i.e. sent to someone who could actually help) and, if needed, refer the customer to someone else.
Keep your company top-of-mind by going the "extra mile" for when future issues arise that the customer may want you to handle.
Monitor partner performance and protect your reputation in the event that the customer has a negative experience with the company you referred them to. The follow-up gives the customer an outlet to vent frustration and validates that you care about them being taken care of.
Ask for reviews. When customers have a positive experience as a result of your referral, we take advantage of the opportunity to solicit a review on your Google or Yelp listing.
💡 Important to note: All communication between Baton and the customer is done on your behalf. As far as the customer is concerned, Baton does not exist — they believe they are speaking directly with someone at your company.
Where to see feedback
You can see all the feedback received by navigating to your Feedback page.
How we handle responses
Here is how we handle out-of-the-ordinary responses from customers.
Customer service concerns
Occasionally customers will respond back to the messages about a customer service concern if they are an existing customer of yours. When this happens, our response is always to direct them to your main customer service line.
📲 "I wish I could help but this line is for referral purposes only!
Here is ABC Pest Control's customer service number, though: (833) 555-5555"
Sales Inquiries
Other times, customers will respond back asking to sign up with YOU after having determined that their issue actually does relate to a service you can provide.
When this happens, our response is to (1) direct them to your main sales number and (2) notify your main sales email address on your profile.
📲 "We'd be happy to help! I'll let our sales team know to reach out, but they'll
be able to help you faster if you ring them directly here: (833) 555-5555"
Negative feedback about a partner company
It's rare, but some customers will have a negative experience with a company that you refer. Our course of action is the following:
Acknowledge the customer's concern by letting them know that we value their feedback and will use it to manage our list of referral companies.
Notify the partner company of the issue, reminding them to emphasize good customer service as crucial to the referral experience.
If the issue is serious or turning into a pattern, we will remove the partner company from the network.
Negative feedback is tagged and can be viewed from the Feedback page in your Baton Dashboard.