Calling Instructions for Client Revive Callers

Version 7/26/13

  • Client Revive Clients are located in the – Best Agent Business – People under Client Revive Calling Core Report
  • Prior to making a call take a few minutes to review the client’s notes, agenda and website to familiarize yourself with the client. Also check the time zone to ensure you are contacting the client within business hours.
  • Before the call review the clients agenda, use the following guideline to get a feel for the client before the call
  • Why did the client stop services?
  • What services/projects were we providing?
  • How long has client been gone?
  • How long was the client with us?
  • Did they provide a testimonial?
  • Callers are trying to build a rapport and re-connect with previous clients, during your call take detailed notes you will use these notes to summarize your call. Scripts and suggested questions are listed below.
  • If a client has an immediate need of service do not wait to schedule client through scheduler contact Steve directly at 202-297-2393. If Steve does not answer leave a message with the clients name and services needed, Steve will reply with what your next step will be.
  • Send client a follow up email after each call – Use the email template
  • If the clients email and phone numbers are wrong, do some research and try to find new numbers, update Quickbase with changes, if you are unable to locate change the Revive Assistant from your name to Client Client and send Steve an email
  • Update the Last Call Date and Next Call Date in the Client Services Section in Quickbase.
  • During your first attempts to reach clients schedule your NCD weekly
  • After the third attempt schedule the NCD for 60 days
  • For live A rated clients schedule the NCD monthly
  • For B Rated clients schedule the NCD monthly
  • For B – email only – schedule 3,6 or 12 months
  • For C Rated clients no scheduled follow up
  • Edit the management notes with summary of your call
  • Date - Initials – Client Revive
  • Summary of the call
  • Change the Client Revive Rating to appropriate rating
  • Close Now – Client will sign up for services within the month
  • A - Hot - Client who has a current need and will sign up within 3 months
  • B -Warm - Client who likes us and wants to keep in touch monthly
  • B- Email Only – Clients who likes us but do not want to be contacted monthly
  • C -Cold - Client who is negative or has asked not to be contacted
  • D- Request Removed – Client who has asked for BAB to no longer contact them
  • Voicemail 1 – 1st attempt to contact client
  • Voicemail 2 – 2nd attempt to contact client
  • Voicemail 3 – Pause – 3rd attempt to contact client
  • Voicemail 4 – Recycle – Contacted by all CR callers
  • For live calls
  • Send a summary of the call in an email to Steve and cc all client revive callers.
  • Subject: Client Revive - Client Name – Rating (A, B, C)
  • Email responses from clients should be forwarded to Steve using the same subject line as above
  • Summarize your call into the body of an email directly after your call with the client
  • Note the call summary in the management notes
  • Date- Intials – Client Revive
  • Call summary
  • Steve will reply to your email with notes and suggestions on how he would like for you to proceed with the client. Copy Steve’s suggestions into the management notes for future reference
  • If you have a client that you are unable to locate, requested to no longer be contacted or is negative, rate the client a C, assign to Client Client and send Steve your call summary.