Disengaging with a Client

All clients are under contract. If a client you are working decides to stop working with Beyond Spots & Dots, there is a clear path. The entire process from this point will take approximately 2-3 months.

1. Take a deep Breath. Do nothing for a minute. Churn happens. There is an orderly process.
2. Stay calm and listen on the phone. (see below)
3. Inform your manager verbally.
4. Forward email from client or document and email the phone conversation you had. CC Melanie and Andreas.
5. Create an email explaining what went wrong or why the client is upset.
6. Management will direct the next course of action.

1. An Analysis of the situation will be made to see if it issues were on our end, their end, or a combination of both.
2. A phone call will be had with the client to defuse the situation. Keeping client is the goal.
3. Time will pass.
4. Closing out accounts may begin. (shutting off campaigns)
5. Accounting will send statement and bills
6. Legal may at one point get involved for accounts receivables

A client calls upset and is irate demanding that all campaigns turn off immediately because whatever happened is our fault.

1. Breathe – It’s OK.
2. Realize – This isn’t the first time this situation has happened
3. Listen – Pay attention to what the client is saying
4. Document – With a pen and paper write it down.
5. Sympathize –  Understand and appreciate what the client is going through. Sometimes they just want to be heard.
6. Defuse – Try to resolve the situation. Maybe it was an misunderstanding
7. End Conversation – Let the client know that you will discuss with your manager and get back to them.

Call Digital team immediately after call freaking out and tell them to turn off campaigns immediately. All clients are under contract. Only Melanie or Andreas have the authorization to turn off campaigns in this situation.