MM slash DD slash YYYY
INTRODUCTION
Hi there! This is Mindy with Ever After Portraits.
Is this (THEIR NAME)?
(ALLOW FOR RESPONSE)
How are you doing today?
(ALLOW FOR RESPONSE)
I am so happy I am able to speak with you!
RECENT
I saw 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)
OLD/WITH LOVE/LIMITED EDITION SESSION
We created your FAMILY PORTRAITS a while ago and I wanted to follow up with you.
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!
CHOOSE "HAPPY" OR "COMPLAINT"
UNDER "WHAT IS THEIR EXPERIENCE RESPONSE?" BELOW.
COMPLAINT PROTOCOL
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.
IF 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!!)
(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 KEEP TALKING WITH THEM TO SEE IF THERE IS A REASONABLE WAY TO MAKE THEM HAPPY.
IF SOMEONE BESIDES MINDY IS MAKING THE CALL AND THEY ARE NOT HAPPY, 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.)
IN 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.)
WHAT WERE THE CLIENT'S CONCERNS?
Provide the details of the complaint.
WHAT ARE WE GOING TO DO TO MAKE THIS RIGHT FOR THE CLIENT?
ASK CLIENT ABOUT YLIP AND REFERRAL
GO TO NEXT RED FOR WITH LOVE/LIMITED EDITION
I just wanted to make sure - did you receive your journaling kit okay?
(ALLOW FOR RESPONSE)
So as a gentle reminder, have you and your husband HAD the opporutnity to write that/those letter/s to your children 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, I encourage you to MAKE SURE you don't forget, because ONE day, those letters will be a TREASURED keepsake for your children.
The journaling kit HAS A GUIDE that make it easier to write them.
Even writing that letter will really make you feel more CONNECTED as a family. And don't forget to remind your hubby to write one, too.
RESPONSE YES ANSWER:
That's amazing!
Those letters are going to be TREASURED by your children, and as an heirloom in your family!
I bet even WRITING that letter made you feel more connected as a family, right?
START HERE-USE THIS ALSO FOR WITH LOVE/LIMITED EDITION SESSIONS:
Now that you are part of the Ever After Family. I wanted to make sure you know - your family is considered one of our VIPS.
That means a couple of things -
FIRST, you will have first dibs on our calendar before we open the calendar to any new clients.
and SECOND, we are honored to be your family photographer,
so NEXT time, your session fee IS ON US
as our way of saying thank you for choosing us.
Just know that WHEN we set our session calendar for the year,
we pull DATES off like LEGAL HOLIDAYS and teacher WORKDAYS
and set those VIP DAYS aside JUST for our VIPS.
We will give you a call so you can book them first.
Some clients want to update family wall portraits, but others do a FAMILY YEARBOOK to keep those memories.
So know that we will be reaching out to you guys about that.
A question we are often asked is WHEN
- WHEN is a good time to come back for a FAMILY portrait
or what are the BEST ages to have children photographed.
So those times 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 ages for portraits!
With your permission I will EMAIL YOU THE GUIDE, is that okay?
Does that work?
(ALLOW FOR RESPONSE)
-
I understand - feel free to reach out for any future portrait needs.
-
Okay, awesome - so that email is coming your way shortly.
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 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 $600 session COMPLIMENTARY, and a $100 spending credit, which would be upgraded to $1000 Wall Art Credit IF they choose 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
If you like, you can think about who all you want to send it to, and enter their info into a short form that we have, that I can send you after this call.
Which would work better for you?
(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, email address and and mobile number 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)
INTERNAL 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!
We 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 this Artist Project.
They are your friend, so their session is on us and it goes out to them as a gift from YOU to them.
So how it would work is Friends you refer would receive our normal $600 session COMPLIMENTARY, and a $100 spending credit, which would be upgraded to $1000 Wall Art Credit IF they choose 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 NOW.
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 gift card, if you have their MAILING address.
(ALLOW FOR RESPONSE)
(If they said YES to the YOUR LIFE IN PORTRAITS email OR to being put in the TICKLER system, choose YES here.)
(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 FIELD BELOW TO "YES" IF WE DO.
-
Just so you know, how this GIFT TO YOUR FRIEND will work -
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.
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.
IT'S A WIN for you to support a local business, such as a restaurant.
When one of your FRIEND referrals COMES to us, then we gift YOU a $100 VISA GIFT CARD TO USE AS YOU WISH, MAYBE GO OUT TO DINNER AT A LOCAL RESTAURANT 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.
SO OUR ONE PROGRAM IS
ONE testimonial FROM YOU,
ONE referral from you
and ONE snapshot of your ARTWORK on the walls of your home
OR
a snapshot of ANY of the PRODUCTS that you ordered
Showing them off is a win for us, too.
THAT is our ONE PROGRAM in a nutshell.
Let's see...
Let me LOOK and see what we have as far as a testimonial from you guys...
Let me check my notes on that...
(GO TO NEXT GREEN TEXT)
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.)
IF FIELD BELOW SAYS TRUE
Looks like you DID give us a ZOOM TESTIMONIAL - thank you so much for that!
IF FIELD BELOW IS EMPTY
Looks like you DID NOT give us a ZOOM TESTIMONIAL -
Would you be comfortable answering THREE questions on a ZOOM call about your experience with us?
(ALLOW FOR RESPONSE
(GO TO NEXT GREEN TEXT)
IF THE FIELD BELOW SAYS "TRUE' they gave a ZOOM TESTIMONIAL
IF THE FIELD BELOW IS EMPTY they DID NOT GIVE a ZOOM TESTIMONIAL
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 THE FIELD BELOW SAYS "TRUE' they POSTED A REVIEW
IF THE FIELD BELOW IS EMPTY they DID NOT POSTED A REVIEW
LOOK ABOVE AT "CLIENT POSTED REVIEW?" FIELD.
IF THE FIELD IS TRUE/YES SAY THIS:
Looks like you DID give us a 5 STAR GOOGLE REVIEW - OH MY GOODNESS - thank you so much for that!
LOOK ABOVE AT "CLIENT POSTED REVIEW?" FIELD.
IF THE FIELD IS EMPTY,
They HAVE NOT posted a review.
IF THE FIELD IS EMPTY,SAY THIS:
So for our ONE program we DO ask for ONE testimonial FROM YOU.
If I sent you a link, would you BE COMFORTABLE posting a 5 STAR review for us on GOOGLE?
(ALLOW FOR RESPONSE)
IF YES RESPONSE
Thank you SO MUCH for being willing to do that
- we are a small family owned business and we REALLY APPRECIATE
clients like you who help us get the word out about the art we create.
CHOOSE "YES" BELOW.
(They will then be added to an AC automation asking them to post a review.
IF NO RESPONSE
I understand and I appreciate you letting me know that.
(GO TO NEXT GREEN TEXT BELOW)
CHOOSE YES IN FIELD BELOW - IF THEY ARE WILLING TO GIVE US A GOOGLE/FACEBOOK REVIEW
CHOOSE NO IN FIELD BELOW - IF THEY ARE NOT WILLING TO GIVE US A GOOGLE/FACEBOOK REVIEW
CHOOSE NOT APPLICABLE IN FIELD BELOW - IF THEY HAVE ALREADY GIVEN US A GOOGLE/FACEBOOK REVIEW
(ALLOW FOR RESPONSE)
IF NO RESPONSE TO GIVING A GOOGLE REVIEW
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??
What could we do to make this better?
(ALLOW FOR RESPONSE. LISTEN!!)
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:
So you are good with giving us ONE REFERRAL - THANK YOU SO MUCH, that's GREATl
And you are good with giving us a GOOGLE REVIEW - that's awesome.
THE LAST THING is
we KNOW you are PROUD of and WANT to show off your ARTWORK and WE DO, TOO!
Are you WILLING to send us ONE SNAPSHOT of how it looks displayed in your home?
or really A SNAPSHOT of ANY of the products that you LOVE would do?
(ALLOW FOR RESPONSE)
I tell you what, to make it EASY for you, why don't I send you an email with a LINK to upload
or better yet, the EASIEST thing is to just TEXT that SNAPSHOT straight from your IPHONE to OUR phone number.
Would that work for you?
(ALLOW FOR RESPONSE)
Awesome.
Once I've gotten those THREE things
ONE Referral,
ONE 5 STAR GOOGLE REVIEWl
and ONE SNAPSHOT of your Wall Art or Product
THEN when your FRIEND referral comes in for a SESSION
I will be SURE to put your $100 VISA GIFT CARD in the mail to say thank you.
That way, your next date night OR FAMILY NIGHT OUT is on US!
How does that sound?
Are you GOOD with being part of our ONE PROGRAM?
(ALLOW FOR RESPONSE)
I'M SO HAPPY YOU WANT TO BE PART OF OUR ONE PROGRAM.- I will make a note.
(ALLOW FOR RESPONSE)
OR IF NO
I understand - sounds like the timing might not be good right now, it's okay, so no worries.
(ALLOW FOR RESPONSE)
DID THEY AGREE TO BE PART OF OUR ONE PROGRAM, ONE REVIEW, ONE REFERRAL, ONE SNAPSHOT?
END OF CALL
Okay, Great!
Thanks so much for taking time to CHAT with me today.
I will get everything rolling on our end, and I will send what we have talked about in an email.
Before, I go though, do you HAVE any other questions or concerns?
(ALLOW FOR RESPONSE)
CUSTOM SESSION PEOPLE
Hi there!
This is Mindy Belcher, with Ever After Portraits.
This message is for (THEIR NAME)
I just tried to REACH you and I am so sorry that i missed SPEAKING with you.
I was calling for a COUPLE of reasons.
RECENT ORDERING SESSION
I wanted to follow up on your order, and ESPECIALLY your journaling kit, make sure you received everything okay - and to give a gentle reminder - have you WRITTEN your LETTERS to your children?
IF IT HAS BEEN A WHILE SINCE THEIR ORDER
I wanted to follow up with you, make sure you are enjoying everything you ordered.
NEXT START HERE
Also, YOU GUYS are on our VIP LIST - so you get first dibs on our calendar BEFORE we open SESSION dates to the public - AND NEXT time, your session fee IS ON US to say thank you for choosing us.
We pull DATES like LEGAL HOLIDAYS and teacher WORKDAYS and set those aside JUST for our VIPS. We will call so you can book them FIRST to either update your wall portraits, or some families do a FAMILY YEARBOOK.
And last but not LEAST, we have a new program, our ONE PROGRAM, where you receive a $100 VISA card - so your NEXT DATE NIGHT or FAMILY NIGHT is on us.
I was calling to give you details on how all that works.
Please do give me a call back, so I can explain it!
Uh...Or better yet, I'm OBVIOUSLY calling at a time that's not GOOD for you - I can be hard to reach because I am on the PHONE or in the STUDIO.
I tell you what, I'll send you a LINK to my calendar so YOU can pick a time that's good for YOU and we can MAKE SURE to connect.
Again, this is Mindy from Ever After Portraits.
Looking forward to speaking!
Bye
WITH LOVE/LIMITED EDITION PEOPLE
Hi there!
This is Mindy Belcher, with Ever After Portraits.
This message is for (THEIR NAME)
I just tried to reach you and I am so sorry that i missed speaking with you.
I was calling for a COUPLE of reasons.
RECENT ORDERING SESSION
I wanted to follow up on your order, make sure you received it okay, and that you are enjoying everything you ordered.
IF IT HAS BEEN A WHILE SINCE THEIR ORDER
I wanted to follow up with you, make sure you are enjoying everything you ordered.
NEXT START HERE
Also, YOU GUYS are on our VIP LIST - so you get first dibs on our calendar BEFORE we open SESSION dates to the public - AND NEXT time, your session fee IS ON US to say thank you for choosing us.
We pull DATES like LEGAL HOLIDAYS and teacher WORKDAYS and set those aside JUST for our VIPS. We will call so you can book them FIRST to either update your wall portraits, or some families do a FAMILY YEARBOOK.
And last but not LEAST, we have a new program, our ONE PROGRAM, where you receive a $100 VISA card - so your NEXT DATE NIGHT or FAMILY NIGHT is on us.
I was calling to give you details on how all that works.
Please do give me a call back, so I can explain it!
Uh...Or better yet, I'm OBVIOUSLY calling at a time that's not GOOD for you - and I can be hard to reach because I am on the PHONE or in the STUDIO.
I tell you what, I'll send you a LINK to my calendar so YOU can pick a time that's good for YOU and we can MAKE SURE to connect.
Again, this is Mindy from Ever After Portraits.
Looking forward to speaking!
Bye
IF YOU NEED THE DIRECT LINK TO MINDY'S CALENDAR,
CAPSULINK:
https://eapor.us/Wak8A8
FULL LINK:
https://app.acuityscheduling.com/schedule.php?owner=13010536&calendarID=901974
Hi there! This is Mindy from Ever After Portraits. I just tried to reach you and I'm sorry we couldn't connect. I would love to chat for just a few minutes and explain our ONE program, so please use this link - https://eapor.us/Wak8A8 - to schedule a few minutes for us to talk. Looking forward to connecting!
CAPSULINK:
https://eapor.us/Wak8A8
FULL DIRECT LINK TO MINDY'S CALENDAR:
https://app.acuityscheduling.com/schedule.php?owner=13010536&calendarID=901974
