Answering emails and webform submissions
We receive inquiries about our services via email on a regular basis. If a phone number is included in the email or webform submission, call the client as soon as you see the email. You have 95% more chances of getting a client on the phone and closing a call when you answer their on-line form submission within 5 minutes than if you wait longer. Therefore, as soon as you notice a form or email coming through, answer it as immediately as you can. First you try to call if the phone number is included. If you get their voicemail, leave a nice message, inviting them to reach out to us at their convenience.
if you left a voicemail or even if you are able to speak with them personally, also answer their email. To answer a webform, you just hit reply on the webform. This is so that you can have the original text from the client in the email trail and so that the next person who is following up knows what the client originally said. If it is not possible to hit reply (for example if it is an email that someone else forwarded to you, hit reply BUT you change the recipient email at the top, delete the email of the person who forwarded you the email and instead, copy and paste the prospect’s email in the “to” field of the email.
If you are replying to a “Chat Ticket”, please copy and paste what the client said in an email before replying so that the original communication from the client is in the email and is accessible for all CCSes to see in later communications.
If you spoke with them on the phone and it was a failed close due to price, use the “failed close due to price” email template.
Sometimes, prospects will reach out to me directly on my dr.forslund email address. I will forward those inquiries to you. If I forward an email inquiry to you, you are to call immediately (if a phone number is included and reply to them with the appropriate template. You also need to insert something PERSONAL in) the email, ensuring that you are answering their specific question, using the name of the pet where they tell you, delete the “what is your pet’s name” or “what kind of dog is ___” if the owner has already given you this information and, of course, use their name in the “Dear____” line… in brief, read the entire template you are sending each time, to make sure that it is appropriate and that there is no added inapplicable data, that the gender is correct, that you have answered their specific questions, etc…
We have a set of email templates that you can use to answer client emails. They are attached to this policy. You may use these templates unless it is evident that the normal template is not appropriate to answer the email. When answering emails using one of the templates, modify the email to personalize it. Insert the pet’s name where applicable, (for example, on the first line, where it says I’m so sorry to hear about your dog’s… replace dog by the pet’s name if known as well as on the first line of the last paragraph) if they have given you their pet’s name, delete the line which asks for the pet’s name. Same for the breed: if they told you what kind of pet they have, delete the line that asks them about this. In addition to this, write something personal according to what their specific inquiry is (for example if they ask about cost, or if they tell you something personal about their pet, etc…) Whatever the case may be, make it personal. If you have left a voicemail for them, let them know you attempted to call them and that they are welcome to give you a call back.
When using an email template, NEVER, EVER modify the text in your hat document itself because this will modify the template and when you close the document, the text will get updated to whatever you wrote and you will lose your original template. Copy and paste the text into the body of an email, then remove any red text and make it black and personalize the email carefully so that it does not appear that you used a template.
Before sending your email, double check that the email looks like it is in proper format and that it looks like an original email, that the name of the prospect is correct, that the name of the pet (if given) is correct, that you have the correct template for the type of pet and gender. Re-read the entire email to make sure everything makes sense.
Also make sure that you have answered every single one of their queries.
In the subject line, you may change the title to “Your little Fifi” if the client has mentioned his pet’s name or leave it as is (the subject line will show as “Your message to Home Pet Euthanasia”, which is totally fine.
We sometimes get people sending us a message via Facebook, YELP and other social medias.
When you answer a client’s email, make very sure that you are sending the email from the “assistant” email and not from your personal email. The email you are sending the message from will show in the “from” field of the email, just below the “subject” line. So verify that “[email protected]" is the email showing in the “from” field.
If the referral source is disclosed in those email exchanges, for example if you get an email stating that Dr. So and So referred them to us, then also enter this in the Referral source call log.
If you have a phone conversation with the prospect, OR if the prospect answers your email, then the call will need to be logged in the Calls log and the Prospect Call form will be filled out as usual.