1. When meeting with a client, my cellphone ringer is always off

2. Send meeting confirmations before any meeting

3. Listen more than I talk to understand what issues a client is having

4. Have an agenda of what we are meeting about and what we need to accomplish

Since I live a fair distance away… I try to pack 2-3 in person (preferred) meetings in a day wherever I will be that day — in the same location which cuts my additional driving down. Of course, I’m always willing to travel to the other person (and I’ll just fill the rest of my day with coffees at a location in their area). I give my undivided attention to the person I’m meeting and allow a little “extra” time between appointments – just in case we get extra chatty! On days I’m not traveling, I do the same with Zoom appointments with coffees, prospects or client check-ins. Depending on the nature of the meeting, I sometimes create an agenda and send that out in advance to keep us both on track.

It can be 2 to 4 weeks before our appointment, so we go out of our way to make sure our clients know that we haven't forgotten about them. Early on the day of the appointment, we send out an automated email reminder.

While on my way to the appointment, I call and give an estimated time of arrival.

Also, I do a walk through before the work starts to make sure we are "on the same page" with repairs.

After, we do another walk through, to make sure everything I did is satisfactory.

Bonus answer: I stay off my phone when I'm at a client. No-one wants to think they are paying for me to talk to other clients when I'm with them.

I consider this my style sheet - while there may be changes based on context or circumstance, this is my guide.

1. The person who can see me is the most important person right now. Which means I don't answer calls or respond to text or email while someone is speaking withe me. It also means I will not see a text telling me someone is running late to Orientation Essentials. My focus is on the people I'm with.
2. Once I say yes, I keep that appointment. This is true for coffee, and for holiday parties. One year we had seven parties on a Saturday night. We spent most of our time driving, and 20 minutes at each party. That was RUDE to all seven hosts. (And to us.) George and I decided: we say yes to the first invitation we get, and politely decline those that come later.
3. Prospects are prioritized. The minute I get a prospect message I pick up my phone and call them. Even on the weekend. Often it's less than sixty seconds after they hit the "call me" button. They often comment on my quick response. I want them to expect attetion at speed from me.
4. Coffee appointments are back-to-back. After a Team meeting I have coffee with Members in that area. So even though Brenden is a Member of a Team in North Fulton, because he lives in Decatur I gave him the dates I'm going to be in his area. And then . . . booked someone else 90 minutes later, because otherwise, I'll bet he and I could chat for <suck in deep breath> hours! Knowing Dana is walking in at 11 helps me moderate my time.

What I am working on is delaying my auto-response after reading an email on my phone. Often what I think they meant when I see it on the small screen is very different than their clear intention when I read it on the computer. If I'm not going to be back to a full-sized keyboard soon, sometimes I'll call while driving. The conversation is multi-dimensional where an email would be flat, and show my confusion.

Each phone call begins with "Is this a good time for you," because I know other people don't use my #1, and I do not want to be the person who interrupted them. (I'm never offended by vmail.)

If I'm on the phone and a new call comes in I use the "call you back later" or "call you right back" text button. (Once I told Smith "call you right back" and it took three hours - some situations are like that.)

1. We do our best  to answer all calls. If we can't answer the call it will go to voicemail and we will get back to the person asap. 

2. We call the day before to confirm the estimate or the job on the schedule.

3. I personally call the person on the schedule whether it's a bid or a job to let them know that we're in route and the estimated time of arrival. 

4. We do a follow up text or call to thank the clients for their business. 

Timely compliance and saving clients tax dollars is without question an important part of my business, but relationships with my clients is vital.  I use multiple tactics to show clients and prospects I respect their time.  I have two admins who make sure to have the phones are answered during normal work hours.  Clients (potential and existing) always get a friendly hello and immediate touch.  My admin will always connect the calls to me on the spot, unless I am working directly with another client.  I will return those calls generally within an hour or two.  

I begin my days (unless it's a PowerCore day) by responding to all emails that have populated from the night before.  I end my day by responding to the day's emails. 

I make sure to answer questions completely and set a time to respond at a later time with answers I have to research.

When I am with any client, whether in person or on the phone, I will not answer the phone or a text.  Clients know they are my focus.  

When clients need to set an appointment, I make myself available on their schedule.  Much of my work is on my computer, and I'll get that completed AROUND client interactions.

I prefer phone conversations to emails, but after phone conversations, I will frequently followup with an email for a trail of the conversation if the details are crucial.

1. I have quick response texts set up on my phone to send that explain that I'm on another call, and asking if I could call them back later.

2. I always start my phone conversations by asking "is this a good time for you to talk for x amount of minutes?"

3. I recap the conversation before hanging up with or leaving a meeting with my clients.

4. I send out calendar invites with as many details as possible when we schedule the call/meeting.

• I utilize time blocking in my calendar. So, I have time set aside at the end of the morning and at the close of the day to return any calls and reply to all emails that I was not able to respond to earlier in each half of the day.  

• While face-to-face meetings are my preference, they are not always convenient or the best use of time for the clients I serve. So, I’m flexible and leverage technology to make things easy for prospects and clients alike. An example of this is a long-time client who calls our meetings “his commute coaching calls” since they take place during his commute to his store on Monday mornings. I take notes and send him a meeting debrief with talking points and action items he agreed to pursue.

• I send out a pre-coaching questionnaire with a series of questions to help prospects and clients prepare for our meeting. They have the option of using it or something else to set the agenda for the meeting to maximize our time together and ensure key topics are covered.

• I’ve stopped sending out texts that say “I’m in meeting, can I call you back later” when I’m in a webinar or on a Zoom conference call. For years I thought this communicated I was being proactive in replying to inquiries. But after some thought, the recipient of that message doesn’t know what type of meeting I’m in, and they could think I was in a client meeting and not giving them 100% of my attention.

My customers get undivided attention from me.  My phone is silenced, my tablet is closed and we meet wherever they prefer.  This time set aside for both of us enables for a more productive meeting and assurance that their needs are met.

Follow up is done in a method they deserve whether it is a call, text or email.

I very flexible on scheduling so as not to interfer with their busy time.

In my industry, as important it is to quickly respond to both clients and prospects, it's also extremely important to show respect by NOT answering my phone when with a client or prospect.

To work this delicate balance, I do 4 things:

1. I turn my phone to "do not disturb" when in a face to face appointment.

2. I have a message on my voicemail indicating I will call back as soon as I can.

3. If I'm between houses, I will send a quick text letting them know I'll be back in touch soon.

4. I set the expectation up front that if I don't answer, there is a reason, and be assured I will call back as soon as possible.

This helps me manage my time to best serve my clients and prospects, while demonstrating that I value the time they have set aside for me.

1) I follow through with what I say. Whether it's a call time, lunch meeting, etc. If I commit to a day/time, I am going to make it work. 

2) Being fully engaged. No outside distractions; my clients have my unidivided attention when we are speaking.

3) Prompt responses. I return calls, emails, and texts as soon as I am able. If I am in meetings and won't be able to return their call until the next day, after the meeting I will send a text or email to let them know I got their message and will be in touch ASAP.

4) I make myself available when my clients need me. I will not always be available by phone (nights or weekends) but if my clients text or email then, I am responsive.

1. Agree to meet when it is convenient for them even if it is after hours.

2. Take the time to do research about prospects and clients before meeting so I use our time to provide solutions and can speak to their specific needs.

3. I try as best I can to take client calls while I'm at my desk and can access information and take notes as opposed to taking calls while I'm traveling by car.

4. I send detailed follow-up emails that address client questions or concerns.

• Let a call go to voicemail if you can’t talk then? Yes I try to schedule appointments to block off uninterrupted time. In addition if am working with new client I ensure to provide privacy to take the time to go over all questions throughly 
• Return all emails by the end of the day? I make effort to return all emails by 430pm. I do work late sometimes however but I never let a email go unanswered for more than 24hrs.
• Send an agenda before a meeting, to insure everything is covered? I do not send agenda before but I often send synopsis emails to wrap up things we may have discuss or additional information needed. 
• Take appointments early in the day, even if you’re not a morning person?  I prefer mornings early in the day. I am believer that most people are cordial and willimg to do business before 12pm > after that your day is swept away by life often. 

What I have discovered works well is:

1) I show up early to the meeting, indicating I'm ready, and value their time.  

2) Before the meeting I send the necessary materials or the latest versions of the designs.  This allows them to review the information prior to the meeting and collect their thoughts so our time together is used efficiently and effectively. 

3) At the end of the meeting I strive to set up a schedule of appointments. This provides structure to the design process and keeps the project moving forward.

4) After our meeting I send them recap notes to make sure we are aligned in our thoughts, so my revisions are on target.

What do I do to get referrals?

-  I show up on time.  I am not perfect, but generally, I am early, or on time for meetings.  Sometimes, a puppy runs out, or my 91 year old mom calls- those are emergencies, but they don't happen often.

-  I work to learn not only about the team member, but also what I like about them and what I feel is unique about their business, so I can identify referral opportunities for them.  I work to ask good, engaging questions (I typically write my questions down BEFORE a coffee appoitment...) and I listen.

-  I give referrals pretty regularly.  That creates an atmosphere of reciprocity.

-  I show respect and exhibit confidentiality in my client and member conversations.  This creates trust.

Parker Jones, North Fulton Team/New York Life Financial Professional

1. Send out email reminders 24 hours in advance and text reminders 4 hours in advance of every appointment.

2. I have after-business-day hours to accommodate people who work 9-5pm.

3. I specifically do not answer the phone when I am with a patient because I value their time and I give undivided attention to that person during their visit.

4. I allow my patients to text me, email or call.  Not many doctors allow you to text them and especially not 24/7 if needed.

and

5. Because I like to go above and beyond what is asked of me, I have online scheduling for my patients, so when they are in pain at 3 in the morning they can see my availability and schedule their next appointment.

• I have flexible appointment times during normal business hours, but I also have times available two evenings a week and Saturday mornings.
• The majority of my clients meet over Zoom.  This saves them time from having to travel and gives added flexibility even if they are out of town , on their lunch break, or even if each spouse is in a separate location.
• I use scheduling software so clients and prospects can find a convenient time for them without the back and forth emails
• I always let my clients and prospects know the normal cadence of our coaching together:
  • Initial commitment is for 3 months
  • First session will be 2 hours
  • 1st follow-up session is one week later for an hour
  • Each subsequent session is every other week for an hour

I always answer the phone and when I miss a call I call right back.

I sent thank you emails and follow ups 

puntual to meetings 

Make a call and send and email asap if I need to reschedule a meeting or call.

I have an answering service that takesall my calls. These calls automatically are uploaded to my CRM for follow up.

In addition on my website I have a link for prospects to schedule a Free 15-minute consult. I avoid taking calls when I am at a client''s house because that is their time and they paid for it. If I am in my office and get a lead from my answering service I will call them back right away while it is hot

While I don't send out an agenda, I do follow up each session with video examples of what we worked on that day along with written instructions.

If clients call between sessions I will call them back between training sessions or my next available time. When I do follow up with a prospect that has called but did not schedule a Free Consult. Like Wendy, I always ask is this a Good time to talk. It is the polite thing to do and they understand I am respecting their time.

1) I like to use my calendar to get things scheduled with a start time and end time so my clients can gage how long the meeting will be and both of us can plan accordily.

2) For in person meetings I like to arrive 10 to 15 minutes early (to account for parking, traffic etc.) For virtual meeting I like to be on at least 5 mintues before to check my camera and make sure I don't have any technical issuses like the wrong link etc. 

3) For calls and emails I like to respond within 24hrs or the next business day. 

4) For meetings I like to schedule them early bewteen 9AM - 11AM because it leaves enough time in your day to get things done.

My clients and prospects either have their own company or are professionals, therefore,

• I set appointments that are outside of normal hours
• Make sure I'm available for Zoom appts on evenings and weekends.
• More recently, I've started sending an agenda, which helps with time management and achieving the desired goals
• Send a call/text as a reminder of the appt date and time

• Prescence - when I am with a client or a prospect, I make them feel as though they are my only meeting for the day. I schedule plenty of time between meetings so that they have my full attention and they never feel rushed.
• Convenience - I meet my clients where they are. Not everyone wants to come into my office to meet, I offer to come to them or take them to lunch for a more relaxed atmosphere. 
• Confidentiality - I make sure my clients & prospects are aware that everything we discuss is 100% confidential. They don't have to worry about me sharing their information with anyone as I explain to them that by law I have a duty to protect that information.
• Fun - I do my best to keep conversations light. Talking about people's life savings is pretty serious- but I address them as humans first and not dollar signs. My clients appreciate the warmth I bring to our meetings. 

1. Being punctual: Arriving on time for meetings or calls shows that you value the prospect's or client's time and are committed to being professional.

2. Responding in a timely manner: Quickly responding to emails, calls, or messages shows that you are attentive and dedicated to providing excellent customer service.

3. Respecting their schedule: Being flexible and accommodating schedule around their availability shows that you understand they have busy schedule and you are willing to work around it.

4. Meeting deadlines: Delivering work or following through on commitments in a timely manner demonstrates that you take your responsibilities seriously and that you respect the prospect's or client's time and expectations.

• Being punctual for meetings and calls: Showing up on time for scheduled meetings and calls demonstrates respect for the prospect or client's time and schedule.
• Responding to emails and messages in a timely manner: Quickly responding to emails and messages shows that the prospect or client's inquiries are important and that their time is valued.
• Being efficient during meetings and calls: Using the time during meetings and calls effectively, by staying on topic and addressing the important issues, is a respectful use of the prospect or client's time.
• Following up in a timely manner: Following up with prospects and clients in a timely manner shows that their business is valued and that their time is respected by keeping them informed of the progress or next steps.

1. If a prospect or client calls me when I am on the phone then I will send them a text message while they are calling letting them know that I am not available at the moment but will call back as soon as I am free

2. Return all calls, texts, and emails within 2 hours

3. Give my clients the first opporunity to let me know when they are available for a meeting/call and make every attempt to be available for that time whether its during the weekday, evenings, or weekends.

4. Answer my personal cell phone any time I'm awake.

Take notes during the initial conversation so that I do not waste their time asking repeat questions. 

Review my notes prior to our in person meeting. 

Have a plan to meet their proposed needs, but be ready to be flexible to accomadate changes.

Give specific dates and pricing.

In respecting my clients & prospects, I feel that it is firstly important to qualify them as a candidate for my services and also to determine if our personality types will align to make for a great working relationship. This begins prior to the discovery consultation when clients will be asked to complete a few form questions when scheduling. Nothing overly complicated or time consuming, just to guage whether or not their needs and my video production services align well. At the discovery consultation, I show up about 10 minutes early with specific questions allowing me to dig deeper into exactly what the client is hoping to achieve through the lens of cinematic storytelling so that I can craft a strategic plan most beneficial in reaching and engaging their target audience. At the end of the discovery consultation, my client and I will schedule a follow-up call. This call will be scheduled far enough in advance to allow them to thoroughly review the proposal that will be provided after the discovery consultation. In doing so, both myself and my client save time in a number of ways and also have a clearly defined understanding of the scope of work to be performed. A penny saved is a penny made and time is our most valuable asset.

* write all known information before an estimate to decrease needed time during and to decrease need for asking what all is being estimated 
* review all scheduled estimates and ask customers if a sooner time would benefit them more
* call and text when we are on the way to an estimate to ensure it is still ok, as life happens and someone may need to reschedule but forgot to reach out
* schedule estimates during times convenient to customers or a happy medium for both us and them

I use time to show respect for my prospective and existing customers by my willingness to communicate via text, email or phone, and beyond traditional work hours. When a family member or caregiver is in the hospital with a loved one who is suddenly being discharged, and they need a hospital bed rental or purchase ASAP to re-locate to their new community, they need immediate assistance...even if it is a weekend or in the evening. Additionally, I do everything possible to deliver lift recliners, and beds the same day when that is requested. Often, my customer did not realize the benefit of reserving the rental prior to returning home after surgery or other health events. They are often in great discomfort, and vulnerable so, meeting the customer where they are....and with a BIG SMILE is just what I do.