Weekly recap email for non-responsive or yellow/red clients SOP

Purpose #

This SOP is on how to send a weekly recap email for non-responsive clients If the client is not responding to your emails, calls, or texts after 4 attempts

Scope #

This is useful for CSM’s and CSS’s when they encounter a non-responsive client.

Definitions & acronyms #

• CSM: Client Success Manager
• CSS: Client Success Support

Procedures #

• Step 1: Create a loom recap video.
• Step 2: Inform the Director of Agency Services (Jonelle)
• Step 3: On the first Friday of the month, send out the first email.
  • Do not include any salutations, titles, etc. 
  • Open email with “Hi Client,” 
  • In the body of the email, insert the loom recap video, add three bullets 

1. Issues that needs to be addressed
   2. What has been done and/or what we are doing to correct the issues
   3. A list of deliverables pending from the client

• End email with your name
• BCC yourself in the email
• BCC Jonelle

• Step 4: Next Friday, forward the same email that was sent out last week.
  • Remove the forward from the title and change the subject line
  • Make sure the loom video is still attached to the latest email so clients don’t have to scroll down and look for it.
  • Take out the three things that were done last week and add in three new things.

• Step 5: Keep doing weekly for 30 days.

Note: send email on Fridays so the clients can look over during the weekend.