Customer Referral Program

Rules and Eligibility

Important Note: Any violation of the program guidelines by customer advocates will result in their removal from the program. Violations of the program guidelines by solutions advisors and managers may include disciplinary action up to and including termination.

  1. ADT employees and any person(s) living at the same address as the employee are not eligible to participate in the Referral program as a Customer Advocate.
  2. Solutions Advisors or Managers that have registered themselves or any person(s) living at the same address as Customer Advocates must send an email to referralhelp@adt.com with the details so these can be removed from the system.
  3. Customer Advocates must be active ADT customers. There are no exceptions.
  4. The Customer Advocate’s name & address must match the site name & address in ADT’sMasterMind system. Customers cannot sign up using a P.O. Box.
  5. Small Business customers must sign up using the contract signer’s name. ADT Solutions Advisors are to advise their SB customers to not use their company’s name when registering as a Customer Advocate.
  6. Customer Advocates cannot refer themselves - Resi customer cannot refer a 2nd home or their business and SB customer cannot refer their home(s).
  7. ONLY New ADT customers (New sales and Resales) are eligible for referrals and referral fees. No existing ADT customers w/other sale types are eligible for referral rewards (Relocations, Reinstatements, Conversions, and Add-Ons are not eligible).
  8. New customers can become Advocates immediately signing our agreement. They do not have to be installed or in a Closed (CLS) status. (The program office continually checks the status of Customer Advocates against our active customer base).
  9. If a Customer Advocate cancels service with ADT, they will be placed in an Inactive status. The Solutions Advisor associated with the Customer Advocate (and their Manager) will receive a notification email with instructions on how to reactivate the Advocate once they have a new active ADT account
  10. Verbal referrals from your customers are not eligible for referral payments to the customer.
  11. ADT Sales Managers are not eligible to recruit Customer Advocates, only Solutions Advisors.
  12. Home Health referrals are not eligible for a referral rewards.
  13. ADT customers who are flippers and/or rehabbers are not eligible to participate in this program.
  14. Solutions Advisors should present the program when in front of the customer or when talking with them on the phone to explain the benefits of the program, including the sign-up process.
  15. A referral generated by a Customer Advocate will automatically push into SFDC to you. Referral leads push into Salesforce every 4 minutes. Additionally, the Solutions Advisor associated with the Customer Advocate will receive an email notice that you have a referral lead in Salesforce. You will need to go in and check your High Priority List View under the Leads tab for the prospect’scontact details.
  16. Sales Managers - if a Solutions Advisor is no longer with the company but has Active or Invited Customer Advocates, you will receive an email from the Central Program Office advising you to reassign those customer advocates to other active Solutions Advisors. You will have 48 hours to complete this requirement. Failure to reassign the Customer Advocates will result in the referrals being reassigned to the NSC and eligible for phone sales.
  17. If there is an issue found when validating a new Customer Advocate, the Solutions Advisor will receive an email (w/SM copied) advising that this customer is on a locked status until the customer can be validated. Solutions Advisors are responsible to follow up within 48 hours with the details needed to avoid having their Customer Advocate permanently locked.
  18. Please send any issues associated with the operation or functionality of the Customer Referral program to referralhelp@adt.com for assistance