Client Success Best Practices

Best Practices for Client Success #

1. Uphold the BuildUp Bookings Brand Promise #

Ensure every action, deliverable, and communication made aligns with and reinforces our brand promise. Consistently check: Are we delivering on our brand promise in all our interactions and services?

BuildUp Bookings creates winning digital marketing strategies that connect guests with your brand.

2. Regular Communication #

Maintain regular and clear communication with clients and within the team. Check in daily, if necessary, to update clients on the progress of their projects, and to reassure them that their work is being taken care of.

Following up with unresponsive clients  #

It’s not unusual that clients in this field of work are caught up with the rush of their own businesses and tend to take longer to reply or “disappear”. Therefore, it’s worth keeping in mind when and how it’s recommended to follow up with an unresponsive client.

1. First follow up
   • The CSM should send a welcome message via Basecamp to the new assigned client as soon as they create the project and invite the client
2. Second follow up
   • The CSM should follow up via Basecamp with the client if they haven’t heard back from the client for at least 4 business days
3. Third follow up
   • If the client is still unresponsive after a second follow-up, the CSM should send another follow-up message via Basecamp 4 business days later 
4. Forth follow up
   • If the client hasn’t replied back yet, the CSM should send one more follow up message via Basecamp 4 business days later 
5. Fifth follow up
   • If by this time the client hasn’t replied the very first “welcome message”, then the CSM should reach out to the sales person who sold the contract and have them contact the client
   • If the client has already interacted with the CSM before, then the CSM should call the client via Google Voice number
     1. If the CSM can’t still get a hold of the client, then they should send another message through Basecamp 
6. Sixth follow up
   • If the client is still unresponsive, the CSM should send a final written message via Basecamp to check in with them 
7. Seventh follow up
   • At this point, the CSM should reach out to Conrad to confirm the best approach for this client and discuss the next steps

3. Personal Touches #

Create memorable experiences by going above and beyond. Whether it’s sending a personalized gift, a virtual greeting card, or sharing a light, personal conversation about family, kids, or pets – these special touches can greatly enhance client relationships.

4. Update Standard Operating Procedures (SOPs) #

Keep SOPs up-to-date and communicate these updates to the team and agency owner. Whenever an SOP is updated, send a quick note to update your team. This transparency helps foster trust and ensure everyone is on the same page.

5. Efficient Project Management #

Ensure all tasks are being executed on time and accurately. Keep your project management tools up-to-date and monitor task progress diligently. Punctuality and consistency in delivering work not only improves our agency’s reputation but also builds client trust and satisfaction.

6. Gap Identification and Rectification #

Actively seek to identify gaps within the agency’s processes or service delivery. Once a gap is identified, plan and execute strategies to rectify it within the week. Document your findings and revisit them during your next week’s scorecard evaluation to measure improvement.