AirTable ID* Today's Date MM slash DD slash YYYY Client's Name (mom) First Last Portrait Type Portrait Date Packing Slip Image Link Phone Number INTRODUCTION Hi there! This is Mindy with Ever After Portraits. How are you doing today? I received notice that your PORTRAITS have been DELIVERED, so I wanted to follow up with you. Did you receive everything okay? How are you enjoying your portraits? (ALLOW FOR RESPONSE) IF THEY ARE HAPPY WITH THEIR PORTRAITS, SAY THIS: Wonderful! I'm so happy to hear that! (PROCEED TO "ASK CLIENT ABOUT YLIP AND REFERRAL" SECTION.) WHAT IS THEIR EXPERIENCE RESPONSE? THEY ARE HAPPY THEY HAVE A COMPLAINT COMPLAINT PROTOCOLFEEDBACK ON ORDER (REVIEW THIS BEFORE MAKING THIS CALL!) CLIENT COMPLAINT PROTOCOL In the rare case you deal with an unsatisfied customer, even if it is not our fault and was someone else’s mistake, the ability to properly handle a customer complaint is a must for every member of the team. The place to start is to remember that a customer who complains is giving us the opportunity to turn a negative experience into a positive one. When talking to clients who are complaining: 1. We want to get on the phone with them as soon as possible. 2. They want to be heard and understood. Ask “What seems to be the problem?" 3. Listen until they stop talking (Don’t get defensive!) Listen very carefully to what the customer has to say. Do not interrupt. Let them get it out, even if it means listening for an extended period of time. Don’t take their comments personally and get defensive. 4. Affirm what they are saying and show compassion. 5. Apologize for our part of the mistake or misunderstanding. (You can never say “I’m sorry” too many times. Be sincere. If you are not, the customer will know. Even if it is not your mistake, be sincere when you say “I’m sorry that you feel this way. It was never our intention. Let me make it right.”) 6. Ask “What could we do to make this better?” (Most importantly FIX THE PROBLEM! Do not waste a lot of time explaining why it happened or blaming other members of the team. We never blame others.) 7. Listen. 8. Come to an agreement. 9. Make an offer. (Concentrate on what you can do right now to correct the problem. If you cannot fix the problem immediately, tell the customer when it will be fixed. If fixing the problem involves other members of the team, make sure that you follow up to make sure the problem has been fixed.) 10. Ask if that would make them happy. 11. Review and confirm. LISTEN, ACKNOWLEDGE AND APOLOGIZEIF THEY SAY ANYTHING WAS NOT AS EXPECTED OR THEY ARE UNHAPPY ABOUT ANYTHING, SAY THIS: Oh, no! What seems to be the problem? (ALLOW FOR RESPONSE - LISTEN UNTIL THEY STOP TALKING! Don’t get defensive!. Listen very carefully to what the customer has to say. Do not interrupt. Let them get it out, even if it means listening for an extended period of time. Don’t take their comments personally and get defensive.) XXX, I’m really sorry that you weren’t completely happy and that you feel this way! I completely understand your frustration, and that was never our intention! We have a happiness guarantee so I want you to be happy. Let me make sure I understand. Your concern is that: (REPEAT THEIR CONCERN BACK TO THEM) Is that right?? (ALLOW FOR RESPONSE. LISTEN!!) Let’s see what we can do to set things right. (ASK THEM WHAT WILL FIX IT!) XXXX, what do you feel would resolve this issue from your perspective?? OR What could we do to make this better? (ALLOW FOR RESPONSE. LISTEN!!) ADDRESS THEIR CONCERNS(Concentrate on what you can do right now to correct the problem. If you cannot fix the problem immediately, tell the customer when it will be fixed. If fixing the problem involves other members of the team, make sure that you follow up to make sure the problem has been fixed.) IF THEIR SUGGESTION IS REASONABLE, THEN AGREE TO IT. That sounds like the best thing to do, and we are happy to do it! Again, I am so sorry that this happened. We want you to be happy. IF THEIR SUGGESTION IS IMPOSSIBLE (SUCH AS REFUNDING THEIR ENTIRE ORDER), MAKE ANOTHER OFFER, SOMETHING THAT WE CAN DO TO FIX THEIR COMPLAINT. (MAKE ANOTHER OFFER) How do you feel about that? Would that resolve this and make it better? (ALLOW FOR RESPONSE. LISTEN!) IF THEY ARE HAPPY WITH THIS OFFER, THEN SAY: Then that is what we will do! Again, I am so sorry that this happened. We want you to be happy. IF THEY ARE NOT HAPPY WITH THIS OFFER, THEN SAY: I'm so sorry that I wasn't able to help you today. I'm going to have MINDY give you a call to discuss this further because we do want to make sure you're happy! When would be a good time for her to call you? Let's set that up now, so we can get this taken care of right away. (REFER TO "MINDY CALL SCHEDULE" GOOGLE CALENDAR, AND SCHEDULE A DATE/TIME FOR CALL.)CLIENT COMPLAINTIN WHAT CATEGORY DOES THIS COMPLAINT FIT? (If you have to choose "Other," inform Mindy/Jeannie that a NEW category needs to be added to the Client Complaint Protocol Gravity form and the After Delivery Call Gravity form and to Airtable, and tell them what the category should be.) NoneDelivery - Taking Too LongOtherCLIENT COMPLAINT DETAILSWHAT WERE THE CLIENT'S CONCERNS? Provide the details of the complaint. COMPLAINT RESOLUTIONWHAT ARE WE GOING TO DO TO MAKE THIS RIGHT FOR THE CLIENT? ASK CLIENT ABOUT YLIP AND REFERRALPermission to Email YLIP Guide I just wanted to make sure - did you receive your journaling kit okay? (ALLOW FOR RESPONSE) So as a gentle reminder, have you had the opporutnity to write that letter yet? (ALLOW FOR RESPONSE) RESPONSE YES: Yeah, we wrote it. RESPONSE NO: No, I haven't. I need to go back and do that. RESPONSE NO ANSWER: I understand. Life is so busy! Still, don't forget, because it's important to write those letters to your children. The journaling kit really helps you understand how to do that. Even writing that letter will really make you feel more connected as a family. RESPONSE YES ANSWER: That's amazing! Those letters are going to be TREASURED in your family! I bet even writing that letter made you feel more connected as a family. START HERE: Now that you are part of the Ever After Family. I wanted to make sure you know - your family will have first dibs on our calendar before we open the calendar to any new clients. We are honored that you chose us to be your family photographer, so next time, your session fee IS ON US as our way of saying thank you. A question we are often asked is WHEN to come back for a FAMILY portrait or the BEST ages to have children photographed. So that pivotal ages are not missed, we created a guide for you called YOUR LIFE IN PORTRAITS. It gives a timeline of the key ages, from birth to eighteen years, and explains why those are the best times and ages! With your permission I will EMAIL YOU THE GUIDE, does that work? (ALLOW FOR RESPONSE) YESNOI understand - feel free to reach out for any future portrait needs.Okay, awesome - so that email is coming your way shortly. I'll reach out so you will be reminded about coming back in. We have a program I'd like to tell you about, too, but first, let me ask: Have you been able to show off your portraits to any of your friends? (ALLOW FOR RESPONSE) IF THEY SAY NO: I understand. I'm sure you will enjoy showing those off to friends in the future. IF THEY SAY YES: Oh, that's awesome! I'm happy to hear that. SAY THIS TO EVERYONE: So our ONE program MAY not be a good fit for you, but I thought I would let you KNOW about it and get your thoughts. We loved working with your FAMILY, and I'd love to work with more families just LIKE you! I would love to send an invitation on your behalf to ANY OF YOUR FRIENDS that you feel might enjoy the experience of being part of our Family Legacy Artist Project. They are your friend, so their session is on us and a gift from YOU to them. So how it would work is Friends you refer would receive our normal $500 session COMPLIMENTARY, and a $350 spending credit, which would be upgraded to $1000 Wall Art Credit IF they chose to purchase wall art. How does that sound? Do you HAVE friends that might NEED or WANT a family portrait? (ALLOW FOR RESPONSE) IF THEY ARE AGREEABLE That's wonderful! So I know I am asking out of the blue for your friend's information - you can give me that information NOW, so I know where to send the referral card, and I can enter it. Or would you like to think about who all you want to send it to? (ALLOW FOR RESPONSE) If they say THEY NEED TO THINK ABOUT IT or can't give the information now, skip down to the field named SEND LINK FOR CLIENT TO ENTER REFERRAL INFO IF THEY WANT TO GIVE REFERRAL INFORMATION NOW, SAY THIS - AND THEN ENTER IT IN THE FIELDS BELOW, STARTING WITH "REFERRAL NAME." So to move forward with that, I would just need to know WHO to send the invitation to? Really, name and email address.... - and mobile number, if you have it - is all I need. (ALLOW FOR RESPONSE) GET INFORMATION, THEN ADD You know, email doesn't always get through to people so I would LOVE to ALSO MAIL them a card, if you have their MAILING address. (ALLOW FOR RESPONSE) ONE PROGRAM INTRO, IF THEY SAY "NO" TO BEING ADDED TO YLIP TICKLERINTERNAL NOTE: IF YOU CHANGE LANGUAGE IN THIS FIELD, YOU NEED TO ALSO CHANGE IT IN THE "Yes YLIP" HTML FIELD ABOVE. We have a program I'd like to tell you about, too, but first, let me ask: Have you been able to show off your portraits to any of your friends? (ALLOW FOR RESPONSE) IF THEY SAY NO: I understand. I'm sure you will enjoy showing those off to friends in the future. IF THEY SAY YES: Oh, that's awesome! I'm happy to hear that. SAY THIS TO EVERYONE: So our ONE program MAY not be a good fit for you, but I thought I would let you KNOW about it and get your thoughts. We loved working with your FAMILY, and I'd love to work with more families just LIKE you! I would love to send an invitation on your behalf to ANY OF YOUR FRIENDS that you feel might enjoy the experience of being part of our Family Legacy Artist Project. They are your friend, so their session is on us and a gift from YOU to them. So how it would work is Friends you refer would receive our normal $500 session COMPLIMENTARY, and a $350 spending credit, which would be upgraded to $1000 Wall Art Credit IF they chose to purchase wall art. How does that sound? Do you HAVE friends that might NEED or WANT a family portrait? (ALLOW FOR RESPONSE) IF THEY ARE AGREEABLE That's wonderful! So I know I am asking out of the blue for your friend's information - you can give me that information NOW, so I know where to send the referral card, and I can enter it. Or would you like to think about who all you want to send it to? (ALLOW FOR RESPONSE) If they say THEY NEED TO THINK ABOUT IT or can't give the information now, skip down to the field named SEND LINK FOR CLIENT TO ENTER REFERRAL INFO IF THEY WANT TO GIVE REFERRAL INFORMATION NOW, SAY THIS - AND THEN ENTER IT IN THE FIELDS BELOW, STARTING WITH "REFERRAL NAME." So to move forward with that, I would just need to know WHO to send the invitation to? Really, name and email address.... - and mobile number, if you have it - is all I need. (ALLOW FOR RESPONSE) GET INFORMATION, THEN ADD You know, email doesn't always get through to people so I would LOVE to ALSO MAIL them a card, if you have their MAILING address. (ALLOW FOR RESPONSE) Permission to Put in Tickler System(If they said YES to the YOUR LIFE IN PORTRAITS email OR to being put in the TICKLER system, choose YES here.)YESNOSend Link for Client to Enter Referral Info (If they say SEND A LINK, indicate that in the field below with YES.) No problem! I can send you a link where you enter YOUR FRIEND'S contact info yourself. How does that sound? (ALLOW FOR RESPONSE) DO WE NEED TO SEND THEM A LINK SO THEY CAN ENTER REFERRAL INFO ON THEIR OWN? CHANGE TO "YES" IF WE DO. YESNOReferral Name First Last Referral Address Street Address Address Line 2 City State / Province / Region ZIP / Postal Code Referral PhoneReferral Email Notes about Referral, anything Client said about this family:Is there REFERRAL name/address information in this form?*NOYESONE Program Explanation Just so you know, how this will work is: We will email them. If we have their mailing address we will also mail them a card. We will call them ONE TIME just to make sure they received it, but we won't contact them again unless they want us to. So let me tell you a little bit MORE about our ONE PROGRAM. COVID HAS HIT A LOT OF BUSINESSES HARD, especially local mom-and-pop businesses like ours. We were looking for a way to help. We feel our ONE PROGRAM is really a WIN/WIN/WIN. So the first WIN is that this is a way for you and your family to support a local business, such as a restaurant. We gift you a $100 VISA GIFT CARD TO USE AS YOU WISH, MAYBE GO OUT TO DINNER ON US as a couple or as a family! So that's a WIN for the local restaurant and it's a WIN for you. And it's a win for us, too. Let me explain how it works for us. All we ask is for ONE testimonial/review FROM YOU, ONE referral from you that we can invite to our FAMILY LEGACY ARTIST PROJECT and ONE snapshot of your ARTWORK and how it looks on the walls of your home OR of any of the PRODUCTS that you ordered so we can show it off! THAT is our ONE PROGRAM.ZOOM TESTIMONIAL?Did this client give us a ZOOM TESTIMONIAL? (This should autofill from Airtable. True = yes, client DID give a testimonial. Empty = no, client DID NOT give a testimonial.) CLIENT POSTED REVIEW?Did this Client post an online REVIEW for us? (This should autofill from Airtable. True = yes, client DID post a review. Empty = no, client DID NOT post a review.) NOTE: We care MOST about whether they have POSTED A REVIEW. IF THEY HAVE POSTED A REVIEW NOTE: Just because they GAVE us a Zoom Testimonial does not mean that they have POSTED it. SO LOOK ABOVE AT "CLIENT POSTED REVIEW?" FIELD. IF TRUE/YES IS IN THAT FIELD, SAY THIS: You have already given us your review/testimonial. Thank you for that! IF THEY HAVE NOT POSTED A REVIEW, BUT ARE HAPPY WITH OUR SERVICES NOTE: Just because they GAVE us a Zoom Testimonial does not mean that they have POSTED it. SO LOOK ABOVE AT "CLIENT POSTED REVIEW?" FIELD. IF THE FIELD IS EMPTY, it means they HAVE NOT posted a review. IF THAT IS THIS CASE, THEN SAY THIS: We do ask for ONE testimonial/review FROM YOU. Would you mind if I sent you a link so you can post a 5 STAR review for us on Google or Facebook? IF RESPONSE IS FAVORABLE, CHOOSE "YES" BELOW. They will then be added to an AC automation asking them to post a review. Leave choice as "Not applicable" if this does not apply. Not applicableYESNOClient Agrees to One Program IF THEY SAID YES ABOVE TO GIVING US A REFERRAL NOW, OR THEY'VE SAID THEY WILL GIVE US A REFERRAL IF WE SEND THEM A LINK, SAY THIS: You've just given us your ONE referral OR You've said you'll send us information for ONE referral. And now that your portraits have been delivered, we would love ONE SNAPSHOT of how it looks displayed in your home. We know you are proud of it and want to show it off and we do, too! I will send you an email with a LINK so you can UPLOAD that SNAPSHOT of your WALL ART and/or PRODUCTS. OR you can text that SNAPSHOT straight to our phone number. Once I've gotten those three things, your ONE Referral, ONE Review/Testimonial and ONE Wall Art or Product SNAPSHOT, I will be sure to put your $100 VISA GIFT CARD in the mail to say thank you. That way, you can have date night on us! How does that sound? (ALLOW FOR RESPONSE) DID THEY AGREE TO GIVING US A REFERRAL AND A WALL ART SNAPSHOT?YESNOEND OF CALLQuestions or Concerns?Okay, Great! Thanks so much for taking time for this today and I will get everything rolling on our end. Before, I go though, do you have any other questions or concerns?