Last Updated on August 26, 2022
Client Task Work
All work done for clients is broken up into tasks and logged in LiquidPlanner. It is important to have accurate time logs for tasks so we can have accurate hourly rates. As an MCIT, you are expected to complete all your client tasks yourself. Once you become an MC you can hire the Fulfillment team to take some of your tasks. This training will show you how to use LiquidPlanner and best practices regarding work with the Fulfillment team.
Assignment
Review 6 Client Email Reports
Attend 6 strategy sessions (2 led by MC director, 4 led by you)
Manage $10,000 in client revenue for 3 months
On-Boarding Client Checklist
- Add client to billing doc. Fill out all columns. Solidify with the client how much they will pay each month. Be sure to find out how they found us so we can add the correct Referral source on the billing doc and Quickbooks.
- Add client as a customer in Quickbooks. The Quickbooks label defaults to the individual’s name. You need to switch the option to be the business name so that the invoices will be addressed to the company, not the individual.
- Make sure we have a contact name and email, as well as any necessary billing information. Add the full billing information into the Notes section of Quickbooks, as well as the Billing Information. This is handy when needed for AdWords or Webfaction. Be sure to get the FULL billing information, including billing address and name on the card.
- Create and send new invoice or sales receipt
- Create a monthly report and monthly plan and email them to the client
- Add client to your Liquid Planner CSV with all tasks you’ll complete for them that month
- Complete client tasks and monthly communication on time
You will use client masters, and SEO and PPC masters for EVERY client. This helps us to have a record of who the client is and what work has been done for them.
Here is where you will find the client master, the SEO master, and the PPC master.
LiquidPlanner is the tool we use to log the time we spend on client tasks as well as assign tasks to the Fulfillment Team.
Please read the LiquidPlanner training.
Monthly Reports are an opportunity to share the work you did for the client each month and highlight the sucesses. You will likely make some reports more robust or shorter depending on the client.
Here are some examples of monthly reports that you can send to clients.
- Make sure all billing doc line items are correct for your clients before 1st of the month (are we billing them, how much, any new/cancelling clients)
- Make monthly report assignments before 1st of the month
- Create monthly report tasks in Liquid Planner and assign to the correct person by the 1st of the month
- Gather data, update monthly reports, and update billing doc by the 3rd business day of the month
- Draft client emails with monthly report insights and update billing doc
- Send emails and invoices by the 5th business day of the month and update billing doc
- Update Liquid Planner with hours logged and check off monthly report tasks
- Create Liquid Planner CSV according to what’s in the monthly report and the client email
- Upload the CSV
- Make sure tasks are assigned out correctly and assignees understand all tasks
- EOM: Make sure client revenue comes in on time
- EOM: Complete client tasks by the end of the month
o you have a client that has been your client for quite a long time. They like you. They trust you. They have seen good results while being a Sebo client. Now what? It’s important to remember the following Sebo process:
Find – Sell – Service – Wow
Just because a client likes and trusts you, it doesn’t mean they will stay with you forever. Here are some things to consider:
- 68% of clients will eventually leave you if they feel you undervalue them
- 89% of consumers began doing business with a competitor due to a poor customer experience
- Over 60% of people will pay more for a better customer experience
- 80% of companies think they deliver superior service. However, when surveyed, only 8% of clients think that their marketing company delivers superior service
- In other words, you think you are knocking it out of the park. Odds are you are not.
Read more:
Here are some Key Takeaways
- It’s easy to let your whirlwind get in the way. For example, a client calls you right when you are in the middle of a task. They talk, but you are distracted. Focus on them! And if for some reason you really can’t take the time right then, let them know that you can’t talk, but would love to talk to them in 30 minutes or later this afternoon.
- Be Unexpected! If you deliver exactly what the client expects, they will feel good, but they won’t feel “wowed”. We want clients to have remarkable experiences. This comes back to the “underpromise and overdeliver” idea. There are lots of ways to do this. Here are some ideas:
- Give them a time quote. Deliver faster.
- Give them a price quote. Charge them less.
- They ask for something. Give them that + a bit more.
- Bring them something they aren’t expecting (treats, gift cards, etc).
- Invite them to something they weren’t expecting and provide an awesome experience for them.
- Focus on the Peaks! Research tells us that when we have an experience (like going to Disneyland or Hawaii), we’ll remember the peak times and the very end.
Most of the trip (waiting in line to get on a ride, being stuck in the airport, etc) isn’t what you will remember. You don’t think of this:
People Remember the High Points
You remember the high points of the trip. You tend to think of times like this:
- Clients will remember the high points. Being unexpected helps create those experiences.
- You will be mostly forgettable.
- Make sure to be sometimes remarkable.
- Stop fixing potholes and putting out fires. Start building peaks!
- Make Milestones Magical! Set goals with clients. “We think this will happen by this time.” Since you underpromised and overdelivered, once you exceed what they expected, they are going to be very happy. This is the time to take it one step further! Shock them! Go way above what they thought. It can be as easy as something like
- “We’re so pleased that we hit that goal faster than we thought. Things are going really well. I’m having so much fun working on your stuff I spent a few extra minutes and found this really cool plugin that does…”
- Make sense? Let your creative juices flow!
