Engagement Team "VIP Calls" Call Process
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Purpose: To help us reach out to those clients deemed as VIP's. This is determined by size of account, how long they have been a user and how many different features of the system the currently use. In the past some of these clients quietly operated in the background and had pain points we were unaware of and ended up closing their account unexpectedly. So we make these calls to:
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Quicksite VIP Calls Dashboard
Prospects for a call should have a blank field in the VIP Calls Column.
- Click on Row in Report, this will open their SA. Research Interactions to ensure that a VIP call hasn't take place already. Also see if they have any existing current interactions with the Help Desk. Doesn't make sense to do a VIP review if they are already being attended to.
- If you deem that an account does not need a VIP Call, add the tag to the SA, ET- VIP Call Not Needed
Step 2: Make a scheduling Call to setup a time to perform a review for the client
- In this call your main objective is just to Introduce yourself, explain our VIP Calls Process and let them know you will be sending them an email with a Calendly link to schedule the actual review
- If they have any immediate needs or questions feel free to address those in this call.
Opening: "Hi [Client’s Name], this is [Your Name] from OwnerRez. How are you today?"
Purpose of the Call: "I’m reaching out because we consider you a VIP client. This can be due to the size of your account, your long-standing use of our platform, or the variety of features you’ve integrated into your operations. First, I want to thank you for being a valued user of OwnerRez."
Explain the VIP Call Process: "As part of our commitment to providing the best possible service, we offer personalized VIP calls to ensure everything is running smoothly for you. During this call, we’ll listen to any feedback you might have, discuss any potential pain points, and introduce you to new features or resources that could further benefit your business."
Scheduling the Review: "I’d love to schedule a time for a full review. I’ll be sending you an email shortly with a link to my availability, where you can easily choose a time that works best for you. We generally schedule the review to last up to 60 minutes"
Address Immediate Needs (if any): "Before we wrap up, do you have any immediate questions or needs that I can assist with?"
Closing: "Thank you again for choosing OwnerRez. I look forward to our review. Keep an eye out for my email, and I’m excited to connect with you soon. Have a great day!"
Note: Keep this call brief, around 5-10 minutes, focusing on scheduling the full review and addressing any urgent issues they might mention.
Step 3: Send Follow-Up Email, Note Interactions, add Tags as needed
- Set tags on Sales Account.
- Set the applicable tag. (Full list of ET SA Tags)
- VIP Call Offered - Initial Call was made to client from VIP list. Email sent with Calendly link to schedule followup Active
VIP Call Scheduled - Video Call was done with VIP Client to go over any ways they can better utilize OwnerRez Active
VIP Call Not Needed - Client is regularly contacted outside this scope of calls, or is an Employee or Vendor account Active
VIP Call Deferred - Client said they were good to go, and did not want a VIP Review of their account Active
VIP Call Completed - Client has used the calendly link to schedule an account review / longer account discssion
- VIP Call Offered - Initial Call was made to client from VIP list. Email sent with Calendly link to schedule followup Active
- Set the applicable tag. (Full list of ET SA Tags)
- Be sure to notate any specifics the client may have discussed in the Call Notes in the Sales Account Interactions
- Specifically any painpoints or comments they have made during the scheduling call that could be helpful to whomever gets the actual VIP Review
- Specifically any painpoints or comments they have made during the scheduling call that could be helpful to whomever gets the actual VIP Review
3.Create a new Ticket in FreshDesk to send them and invite for a review via email that has the VIP Calendly link (https://calendly.com/d/ckys-4zy-psf/vip-account-review)
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Sample Offer Email
Subject: Let's Chat about Optimizing Your OwnerRez Account
Body: Hi [VIP Client's Name],
Hope you're doing well!
I wanted to reach out personally and see if you're up for a quick chat to go over your OwnerRez account. We're always on the lookout for ways to make things smoother and more effective for you, and I imagine there might be some cool tweaks we could make together.
During our call, we can dive into what's working well, what's not, and brainstorm some ideas to take things up a notch. Whether it's finding shortcuts, boosting efficiency, or exploring new features, we're here to tailor-make your OwnerRez experience.
Got a time that suits you? Let us know, and we'll make sure someone from our team is ready to rock. Click on the following link to schedule the time that works best for you.
https://calendly.com/d/ckys-4zy-psf/vip-account-review
And if there's anything specific you wanna discuss, just give us a heads-up, and we'll come prepared.
Your partnership means the world to us, and we're stoked about the chance to keep improving things for you. Sound good?
Looking forward to it!
Best regards,
[Insert Your Name]
Step 4: VIP Meeting Day
- Step 1: Preparation
- Before the meeting, review the client’s account, including their usage history, any previous feedback, and existing pain points noted in the system.
- Before the meeting, review the client’s account, including their usage history, any previous feedback, and existing pain points noted in the system.
- Step 2: Opening the Review Meeting
- Here is a sample script you can use to open the meeting. You don't have to read this verbatim, word by word, make it your own. But this is the general sentiment of the call
Greeting: "Hi [Client’s Name], thank you for taking the time to meet with me today. It’s great to connect with you again!"
Express Appreciation: "First off, I want to express our sincere appreciation for your continued trust in OwnerRez. As a VIP client, your feedback and experience are incredibly valuable to us."
Set the Agenda: "Today, I’d like to focus on three key areas:
- Listening to any feedback or ideas you might have for improving our service.
- Identifying any challenges or pain points you’ve encountered while using OwnerRez.
- Highlighting some new features and support resources that could further enhance your experience."
Encourage Open Dialogue: "This is an open and collaborative session, so please feel free to share any thoughts or questions that come to mind. We’re here to ensure that you’re getting the most out of OwnerRez and that we’re meeting your needs."
Recording Consent: "Normally we record these calls with a tool called Fellow. This will allow me to better look back at our discussion and share it with other team members so we can better act on your feedback. Also, in my follow up email I will send you a link where you can access it as well in case you want to look back at anything we discussed. Is that ok with you?"
**If Yes, Start recoding in Google Meet with the Fellow CoPilot AI**
Transition to Review: "With that in mind, how has your experience with OwnerRez been recently? Is there anything specific you’d like to start with?"
- Step 3: Perform the Review
- Start by addressing any needs, issues, or comments they discussed in the opening.
- After their needs are addressed here are some items you can look at discussing with them:
- LQA - commonly has description/headline errors for Airbnb
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Tagging Photos - Airbnb bedrooms
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Push notifications
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Airbnb auto reviews. If they do have auto reviews enabled, are they using more than one template? Are they aware that they can use custom field codes to personalize?
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Mobile 2FA
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HW SEO Optimization
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Creating master templates using custom field defintions
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Submit support ticket through the app
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HW - tiles instead of lists, dynamic carousel instead of legacy
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Look at their tags - does tag automation make sense for them?
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Enable Abb Transaction Sync
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Ctrl+Alt+Q (Quick Quote) and Ctrl+Alt+C (Find Guest/Contact)
- Part of the Review should be to set Support Expectations moving forward. Show them the support site and how to submit a ticket from within the app now. Let them know the VIP link they have can now be used to schedule future calls if they would like to bookmark it, however it should only be used after the traditional Help Desk methods have been exhausted.
- Step 4: Finalize the call and Send Follow Up email
- Thank them for their time. Let them know you will be sending a follow up email
- Change tags in SA from VIP Call Scheduled/Offered to Call Completed
- Reply on same ticket used to schedule the meeting with a link to the Fellow recording. Include any links to documents discussed during the review. Can even use the CoPilot AI in Fellow and use a prompt like: Create a Follow up email for this call summarizing the key topics discussed and thank them for being a valued OwnerRez user. The Fellow AI Copilot will generate an email body you can copy and paste into the Fresh Desk Ticket
Here are some examples of VIP Call Tickets.
https://help.ownerrez.com/a/tickets/247484 - Sunkissed Beach Rentals - Includes whole process - Email after initial call, questions, then followup post review
https://help.ownerrez.com/a/tickets/240448 - Cooperstown - Includes whole process - Email after initial call, questions, then followup post review
https://help.ownerrez.com/a/tickets/248849 - Vacations Retreat - Just the Post review followup
https://help.ownerrez.com/a/tickets/247275 - Arrive and Thrive - Scheduling Ticket
https://help.ownerrez.com/a/tickets/245910 - Getaway STR - Example of where a client scheduled, but was a no show for the review. So we reviewed what we could without the client present and sent a loom