Customer Outreach Procedure for Maintaining Strong Client Relationships
Goal: To Proactively Engage with All Clients and Foster Long-term Satisfaction
1. Initial Outreach: Use the list sent by Tyson every quarter and call clients one time and then email if no response. This list will be assigned in the CRM at the beginning of every quarter. For higher revenue clients, you may want to call twice. This will be a judgement call.
Phone Outreach: Call each client one time. (Try to use main contact; however, if they are unavailable select another end user.
Email Outreach: Create an email in your G Mail (examples will be provided below)
Client Tiers: Understand that some clients may only require a quick phone call or email, while others may need video/share meeting. This will be dependent on the feedback you receive when touching base with the client. For example: A client needs a quick video meeting to show an issue they are having within EMDECS. You can either deal with this issue directly (create a ticket in your own name) or you can create a ticket for the bucket and let the team know. Adjust guidelines accordingly based on available resources.
2. Meeting Essentials:
Client Involvement: Invite as many end users as possible to the meeting.
Meeting Agenda: During the meeting, focus on the following:
Understanding Workflow: Understand the client's workflow and how they are using EMDECS.
Pain Points and Likes: Ask about the client's pain points and what they like about the system.
Issue Resolution: Address any concerns raised by the client, create a ticket, and notify the team for prompt resolution.
Question and Answer Session: Allow clients to ask questions and address their concerns.
Training Sessions: Arrange training sessions if needed to help clients make the most of the system.
Recommendation: Ask clients to rate their likelihood of recommending EMDECS on a scale of 0-10. If they are promoters, inquire if they would be willing to share a quote on your website. This can be anonymous, or offer a short video walkthrough of their shop, providing them with marketing tools for free with "powered by EMDECS" at the end (Refer to Madeline).
3. Data Recording:
CRM Updates: Document meeting details in the CRM under the Account and Contact sections. Update as many fields as possible, including the Health Status on the Account CRM. Don't forget to update the last Outreach Date on the Accounts page for the company.
Client Relationship: Develop a personal relationship with the client by noting their likes and dislikes in the NOTES section of CRM and projects.
Record the meeting and put it in the CX Shared Drive for Customer Outreach
4. Meeting Approach:
Professional and Personable: Ensure that the meetings don't feel like surveys. Be professional but also personable. Show genuine care for your clients as these meetings are meant to build relationships, not just technical conversations.
5. Tips for Successful Meetings/Emails:
Planning: Use a calendar to schedule meetings, ensuring that the corporation's name is in the title.
Custom Videos: Utilize Hippo software (Madeleine) to create short custom videos for clients. (Or webcam , cellphone cam)
Ask Questions: Ask relevant questions to better understand the client's needs.
Active Listening: Actively listen to the client without interruption, demonstrating your willingness to hear and address their concerns.
Meeting Purpose: Set clear expectations in the email about the purpose of the meetings/calls. Highlight that these meetings are not meant for troubleshooting.
6. How to Decline Requests Respectfully:
Active Listening and Empathy: Show empathy and understanding before responding to requests.
Express Appreciation and Gratitude: Begin your response by acknowledging and thanking the person for their request.
Provide a Reason: Offer a valid reason for declining the request honestly and concisely.
Offer Alternatives: Suggest alternative solutions or resources to assist the person indirectly.
Use "I" Statements: Frame your response using "I" statements to convey your perspective and limitations. (see examples below)
Assertive Communication: Maintain an assertive but respectful posture and tone.
Offer Limited Assistance: If appropriate, provide limited assistance within your limits.
Practice Assertiveness: Build assertiveness skills through practice and self-reflection.
7. Conclusion: Customer Success Outreach is a critical aspect of maintaining and growing a positive relationship with your customers. By following this comprehensive process, you can foster positive relationships, address client needs, and promote long-term satisfaction, benefiting both your clients and your business.