Last Updated on January 11, 2021

Client Transition Phase (Sebo Lead Flow Manager and Big Red Jelly)

Transition Phase (BRJ + Chris)

When Big Red Jelly has a new or existing client, they will follow this basic process for transitioning that client to us. This section summarizes the process that will happen between the Sebo Lead Flow Manager and the Big Red Jelly Representative.

 

    1. BRJ – informs client of transition
    2. BRJ – fills out Sebo’s client onboarding information via an onboarding form on Sebo Marketing
      1. Includes: background information about company
      2. Includes: credentials for various tools
    2. BRJ – completes the form and information is forwarded to leads@sebomarketing.com email address. 
    3. BRJ – schedules meeting with the client and Sebo Lead Flow Manager using a shared calendly that the lead flow manager checks regularly. 
    4. Lead Flow manager will add client information from the form to the CRM (if not able to automatically sync with the CRM, in this case ClientTether). If information is automatically ported over, the lead flow manager has the monkey to ensure all client information gets entered into the CRM. 
    5. BRJ & Lead Flow Manager – hold the meeting with the client. This meeting is held to help the client understand the transition process, become familiar with Sebo, introduce our services, get to know them and their needs and make sure that we are a good fit for their needs. 

Sell Phase (Sebo Lead Flow Manager and Prospective MC)

Sell Phase (Chris + MC)

 

  1. Following the BRJ/Sebo intro meeting (see above section), Lead flow manager determines a prospective MC to take the client.
  2. Lead flow manager informs prospective MC of the client and sends client information or directs them to the CRM to view the client information. 
  3. Lead Flow Manager – schedules Audit Mtg. with MC / Client – this meeting is intended to go over their website, any data we have access to, and to determine initial strategy and formulate a proposal. 
  4. MC – does audit (credentials should have been received from the onboarding form from BRJ – see section above)
    1. If credentials are missing, collect missing ones as you are able – MC has the monkey to coordinate with Chris to get these. 
    2. Do not wait for the missing credentials to complete the basic audit if you are not able to obtain them. The most important thing is that you have a basic audit and can schedule a meeting with the client as soon as possible.
  5. Lead Flow Manager & MC – meet with client for Audit Mtg.
    1. OPTIONAL: MC – sends audit & proposal to client before meeting
    2. This meeting reviews audit and sells client
    3. MC – gets verbal confirmation of proposal
      1. MC verbally gathers the following basic billing information
        1. Name, email and phone number for billing point of contact. Let them know a billing team member will reach out to them. 
        2. NOTE: this is different than past billing practices where you have just received the information from them directly. You may obtain credit card information in this conversation if you would like. However, please still inform them that a billing team representative will be working with them on all things billing in the future and that they will be reaching out with some basic forms to complete in order to charge their card as then begin working with us. This allows the MC to communicate to the client at the start that all things billing will go through a billing department, thus separating the MC relationship with the client from the billing relationship and making the relationship run more smoothly. Establishing this expectation up front will be very helpful to the long term success of the client’s billing management.
        3. Confirms if client wants invoice or sales receipt – explain difference
        4. Confirms if client has a certain start date (date to send invoice) and terms (Net 30, 45 or 60, etc).
      2. If no sell, MC conducts further audits, proposals & meetings with client
        1. Get verbal confirmation
        2. Gather basic billing information
  6. MC – (re) sends final proposal and gets written confirmation of closure. 

** Note: Very important – while in the past we have allowed verbal confirmation, we would prefer that in the future we obtain written confirmation by email or other means confirming acceptance of a proposal. This allows us to keep written documentation of agreements for any future potential concerns. Written confirmation can be as simple as a short email confirming they accept the proposal and its terms, and such emails should be saved, as a pdf or otherwise, in the client’s folder on the shared sebomarketing@gmail.com Google Drive.

Client Closing and Billing Process

Service Phase (MC + Billing Dept.)

  1. MC – puts proposal and confirmation in client Google Doc File
  2. MC – sends billing info to the billing dept. via the billing form on Sebo Marketing
    1. https://www.sebomarketing.com/billing-form/
  3. Billing Dept. – team rep contacts client & gathers further billing information
    1. Gets credit card information for Sebo invoices and Google/3rd parties – stores in QB Notes Section
    2. Sends client cc authorization forms to sign
  • Note: If the MC in the confirmation of closing conversation decides they want to obtain credit card information at that moment, that is fine as well. They may obtain the information and store it in the notes section of the client profile in Quickbooks or may temporarily write it down and give it to the billing department to enter. For more information on the correct procedure for adding credit cards to Quickbooks, please visit the MC training section under adding credit card information.
  • Even if the MC decides to obtain credit card information, they should still inform the billing department of the new client by completing the new client form. This allow the billing department to know when a new client is closed and the terms so that they can send the invoice or sales receipt as well as the necessary credit card authorization forms. Ideally we would like the invoice/sales receipt to be sent by the billing dept if at all possible (some exceptions for special clients may be worked out between the MC and billing).
  1. Billing Dept. – sends invoice/sales receipt 
  2. Billing Dept – introduces themselves to billing point of contact for the client (info obtained from the billing form the MC fills out – see above) and obtains necessary signed authorization forms for charging the clients credit card ( for both Sebo sales receipts as well as a form for 3rd party purchases such as the Hoth or Callrail etc).
  3. MC – begins work for client
  4. Billing team follows up with MC 1 month later to determine if they would like to make the client a recurring monthly transaction depending on how their first month of services went.
  5. Billing Dept follows up as needed, receives the signed authorization forms for credit cards, and adds them to the client’s Google Drive file on the shared sebomarketing@gmail.com drive.
  6. Billing Dept adds Client to Referral Commission Tracking Sheet and calculates commission. 
  7. Pay commissions as due