At Baton, we know that a service company’s reputation is their most valuable asset. It isn’t worth referring a customer to another company if you aren’t confident that it will reflect positively on your business.
To ensure Baton partners are each committed to elevate each others’ brands, we vet all our partners thoroughly. Here’s how…
Initial Vetting at Application Stage
Licensing and Insurance Verification: We confirm that applying companies are fully licensed and insured, adhering to the legal requirements of their respective states. Where bonding is mandated by state law, we also verify this status.
Online Reputation Analysis: A company's online presence speaks volumes. We examine their Google reviews and other online feedback, requiring a minimum rating of 4+ stars to ensure only top-rated companies join our network. We also pay special attention to how they respond to negative reviews.
Peer Recommendations: We value the opinions of our existing network. Recommendations from other companies within Baton play a crucial role in the vetting process, ensuring that new entrants are aligned with our standards.
Ongoing Evaluation for Network Members
Call Tracking and Quality Assessment: We monitor calls between consumers and our network companies. This helps us confirm that these companies are responsive, polite, and professional in their interactions.
Direct Consumer Feedback via SMS Surveys: Post-referral, we engage with consumers through automated SMS surveys. We ask, "[ABC Pest Control] here. How was your experience with XYZ Wildlife Removal?" to help us gauge partner performance, lead conversion success, and identify any negative experiences.
Honesty and Business Relationship Integrity: We ensure that our partners are forthright with one another and respect existing business relationships. For example,
We ensure payment. We make sure companies actually pay for the referrals they receive, according to their bids. (You’d be surprised how many people join Baton that say they’ve been stiffed in a previous business arrangement). We ensure that referring companies get paid for the qualified referrals they send.
We ensure lead quality. Companies can’t submit “junk leads” and expect to be paid like they are good. We make sure companies pay only for qualified referrals they receive.
We ensure respect for existing business relationships. Thanks to our Pledge to Protect, you can know which companies have committed to avoid intentionally or accidentally poaching an existing customer you might refer to them. For example, if a pest control customer is referred for wildlife services, the integrity of the original pest control relationship must be maintained.
Dispute Resolution: We take any disputes seriously. If a company feels that another network member has overstepped boundaries or infringed on a customer relationship, we step in to mediate and ensure a fair and equitable resolution.
You’re in control
Additionally, to help manage your reputation and ensure referrals are working for you in the best way possible, Baton gives you control over who you are willing to send leads to, and who you are willing to get referrals from.
Set preferences for the types of companies you want to refer (local vs national, minimum Baton rating, limited competitive overlap, minimum bid, etc)
Avoid or prefer specific companies
Always getting better
Vetting isn’t just about avoiding bad companies, but rewarding the good ones, and encouraging everyone to be better.
Baton companies that have great consumer feedback, a history of on-time payment, and a spirit of collaboration (demonstrated through generous bids and frequent referral submissions) rank higher in the network, and therefore generate more leads for themselves.