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JOT DOWN NOTES

Imagine your top revenue-generating client is disappointed with your service. Your team wants to act... and each and every member of your account management team sends an email to follow up with your client. Few things are going to make you look more unprofessional and disorganized than this email free-for-all.

Annotation prevents this. Jotting down conversations with clients keeps an ongoing record of all interactions. It’ll remind you of when you last spoke with your client, the nature of the conversation, and any necessary follow-ups. This avoids the frantic note-checking scramble prior to a client call when everyone is trying to see if and when they talked to the client.

And, if you have an online survey tool with annotation enabled–like CLIENTpulse–keeping notes is a cinch. Just input the note, hit “Save,” and your comments will be saved so that everyone on your team can be on the same page.

4 Reasons to Always Annotate

  • 1Confirms it’s been done: Don’t be left guessing if a customer has been contacted. Annotating leaves a breadcrumb trail to know what has and hasn’t been done.
  • 2Reminds you about the conversation: Depending on your product or service, you may not speak too frequently with your clients. Annotation reminds you of your past conversations, no matter when they took place.
  • 3Prevents others from reaching out: You don’t want your team to double-up on outreach. Annotation signals that the job has been done.
  • 4Builds relationships: When you leave a note about a client’s favorite food, dog’s name, anniversary, etc., you have something to speak about the next time you touch base. You’ll be able to add a personal touch and they’ll appreciate that you remembered.

You’ll find that when you follow these steps you’ll have a lightweight Customer Relationship Management (CRM) tool at your disposal.

Quick Tip:

CREATING A CUSTOMER PROFILE BASED ON FEEDBACK BEST PRACTICES

When leaving annotations to add more background to each client’s profile, it’s best to follow a few simple processes to keep yourself and your team updated on client communications:

  • Leave a date: It’s good to keep a record of the last time a conversation happened.
  • Include annotator’s name: You’ll want to know who is working with the client.
  • Brief summary of conversation: This lets you know at a glance the nature of the conversation.
  • Next steps: This tells you that an action plan is in place to tackle client concerns.

When you’re done, you’ll have something that looks like this:

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