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Knowledge Base |
Communicating With Past Due Clients - 1 On 1
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This article and video will guide you through communicating with past due clients 1 on 1. This includes making and logging phone calls, sending an email, sending a text, or logging a person-to-person contact.
Requirements - A Master Admin login or staff type with the following permissions:
1. Make and Log a Phone Call
Search for the past due client under member/customer lookup. Click on the Work It icon.
Use the Make A Phone Call tab to call the past due client. This allows you to log the details of the past due phone call. Under the client phone numbers, you can select the outcome of the call. Use the drop down menu to make a selection: DIDN'T TALK TO ANYBODY, ANSWERED BUT DIDN'T TALK TO CLIENT, or TALKED TO CLIENT. While on the phone with the client, you can use the Sales Scripts tab at the top to perhaps read a pre-written script on what to say when calling a past due client. Click here to learn about Sales Scripts.
Past call history and notes can be seen on the right. Use the All Notes tab to read and enter notes regarding their balance.
2. Send an Email
Use the Send An Email tab to send an individual email to this client regarding their past due balance.
To - This is the email address on file for your prospect/client.
Reply To - This is the default reply to address set up under Setup > Communications > System Emails. You can type in a different reply to address by clicking on the edit pencil.
Subject - Type in a subject for the email.
Template - Use the ClubReady system default template or click on change to use a different email template.
Purpose - If using LeadSpeak, select a purpose of this email.
Type in the content of your email in the content box. Basic editing features include bold, italicize, underline, and insert a hyperlink. Click on Send Email To 'Client'. Past Emails can be seen to the right.
3. Send an SMS Text Message
You can send your past due client a text message from the Send An SMS tab. A sufficient credit balance is required to send text messages. Use the links view prices and add credit to add enough credit into your account. Use the content box to type in your text message. There is a 160 character limit. If using LeadSpeak, select a purpose, then click on Send SMS To "Client phone number".
To the right of the where you create your text you will see the past text message conversation history between staff and the client. If there are new messages you can click Mark All SMS Read to clear them from your Unread Incoming SMS Widget. For more information on the Unread Incoming SMS Widget click here.
4. Person to Person
Use the Person to Person tab to log the details of an in-club conversation with the client. Use the drop down menu to Select The Outcome Of The Contact, whether its a positive conversation or a negative conversation. Enter in the details of the contact into the content box. If using LeadSpeak, select a purpose from the drop down menu. Then click on Log The Contact to save your conversation details.
To the right of the where you log the conversation will be past conversation history between staff and the prospect/client.
5. Upload a File
Files can be uploaded to a client's account. This can be helpful if you want to easily access something the client has given to you, or, if you want to give something to the client. Any file uploaded into their account can then be accessed by the client when they log onto their ClubReady Wellness Portal. To upload a file, first find the client and click on All Detail > General > Upload Files. Click on Choose File to browse your computer for the file to upload. Once selected, you can type in an optional file description and click Upload.
Files can also be uploaded through the client summary page by clicking on the Files tab and then selecting upload a new file. To learn more about uploading files, click here.
Requirements - A Master Admin login or staff type with the following permissions:
- Prospect Management - Can access prospects
- Member Management : General - Can access member options
Past Due Communications: 1 On 1
1. Make and Log a Phone Call
Search for the past due client under member/customer lookup. Click on the Work It icon.
Use the Make A Phone Call tab to call the past due client. This allows you to log the details of the past due phone call. Under the client phone numbers, you can select the outcome of the call. Use the drop down menu to make a selection: DIDN'T TALK TO ANYBODY, ANSWERED BUT DIDN'T TALK TO CLIENT, or TALKED TO CLIENT. While on the phone with the client, you can use the Sales Scripts tab at the top to perhaps read a pre-written script on what to say when calling a past due client. Click here to learn about Sales Scripts.
Past call history and notes can be seen on the right. Use the All Notes tab to read and enter notes regarding their balance.
2. Send an Email
Use the Send An Email tab to send an individual email to this client regarding their past due balance.
To - This is the email address on file for your prospect/client.
Reply To - This is the default reply to address set up under Setup > Communications > System Emails. You can type in a different reply to address by clicking on the edit pencil.
Subject - Type in a subject for the email.
Template - Use the ClubReady system default template or click on change to use a different email template.
Purpose - If using LeadSpeak, select a purpose of this email.
Type in the content of your email in the content box. Basic editing features include bold, italicize, underline, and insert a hyperlink. Click on Send Email To 'Client'. Past Emails can be seen to the right.
3. Send an SMS Text Message
You can send your past due client a text message from the Send An SMS tab. A sufficient credit balance is required to send text messages. Use the links view prices and add credit to add enough credit into your account. Use the content box to type in your text message. There is a 160 character limit. If using LeadSpeak, select a purpose, then click on Send SMS To "Client phone number".
To the right of the where you create your text you will see the past text message conversation history between staff and the client. If there are new messages you can click Mark All SMS Read to clear them from your Unread Incoming SMS Widget. For more information on the Unread Incoming SMS Widget click here.
4. Person to Person
Use the Person to Person tab to log the details of an in-club conversation with the client. Use the drop down menu to Select The Outcome Of The Contact, whether its a positive conversation or a negative conversation. Enter in the details of the contact into the content box. If using LeadSpeak, select a purpose from the drop down menu. Then click on Log The Contact to save your conversation details.
To the right of the where you log the conversation will be past conversation history between staff and the prospect/client.
5. Upload a File
Files can be uploaded to a client's account. This can be helpful if you want to easily access something the client has given to you, or, if you want to give something to the client. Any file uploaded into their account can then be accessed by the client when they log onto their ClubReady Wellness Portal. To upload a file, first find the client and click on All Detail > General > Upload Files. Click on Choose File to browse your computer for the file to upload. Once selected, you can type in an optional file description and click Upload.
Files can also be uploaded through the client summary page by clicking on the Files tab and then selecting upload a new file. To learn more about uploading files, click here.
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