Knowledge Base: Welcome Call
A Welcome Call is the first contact the client receives after the sales process; meaning, it is beyond important to set expectations and give awesome customer service!
Before the call, look at the Marketing Analysis and Client Profile to get a good gist of the client’s business and brand. Check out their current site and any social media sites.
Below is a script and main talking points to discuss during a Welcome Call.
It is important to introduce yourself and let the client know you will be their point of contact throughout the build process of their website. Secondly, open up the floor for any questions the client may have for you. This is when you can also set the expectations with a realistic timeline of when aspects of the site will be completed.
Once any initial questions have been answered, you can then move onto the most important talking points of every Welcome Call.
This part may take a little research on your end before the call. Look up the client’s location and decipher if it’s an appropriate population size. The ideal population for a target area is 20,000 to 60,000. If their first target area is well under or well over that range, look at the next target area they provided on their marketing analysis, to see if it is going to be a better option.
Obviously, this will take some talking to the client, as well. No one knows their area better than they do. If they are already ranking well for a large target area, that is fine to use.
In an ideal situation, the target location will match with the client’s address. But, this may or may not be the case every time.
You should make sure the top three programs are appropriately named. We want to use good keywords and be generic as possible with the titles.
If you think the theme they picked isn’t a great choice for their business, sway them to switch. You can email the client some examples to allow them to pick between a better selection. For older themes, explain that there is no color customization. If they choose a premium theme, reiterate that there is a one time $100 setup fee.
After the Call:
Relay any important information about your discussion to the writing specialist or design specialist (on Basecamp).
Move the account in Active Campaign into the Welcome Call column, and make sure the Welcome email sends out automatically.
Do data entry. (or assign in Basecamp to intern)
Follow up with the client, if necessary.