Client Communication

You won’t be talking with customers unless directed to from Carson or Sheri.

With how our business is set up, customers are sold the program by Carson or a sales rep and then Carson or Sheri meets with the customer to get all the needed information. That information is then provided to you to make the project happen!

The other reason why this is the process, is the customer doesn’t have to explain again what needs to be done and have another meeting. Carson and Sheri are already familiar with the deal and what is to be included and what isn’t to be included based off the purchase of the customer. It saves both you and the customer time.

Even though we try to keep it so you can focus on development, there may be a time when a meeting with a customer in person or virtually is needed. If this is the case, you will want to get approval from Carson or Sheri to be out of the office with the sales rep or be on the virtual call. A sales rep or you would need to place in a ticket for this to be done.  Your time is valuable and we want to make sure your time is being used in the best way.

There may be times when you are asked to be in a meeting or virtual call without a sales rep or Carson present. If this is the case, you will want to get approval by Carson or Sheri. This can be done by placing in a ticket. This will only be done if there is a technical issue that is beyond the sales rep or Carson’s understanding. We have been in business for 8 years and this has only happened a hand full of times. This typically never happens.

If you are in a meeting with a client and they ask for additional work to be done, we are very slow to answer. This is typically not answered in these meetings as it’s a way for you to see what the scope of work is and then we look to see if it falls within this scope. These meetings are used to see what the customer wants and instead of the sales rep trying to convey it to you, it’s brought to the team to determine the cost. We then take that cost back to the customer to see if they would like for us to get started.

The customer may ask for work to be done and the answer is this is a meeting to see what your request may be. We don’t agree as the request may be in the scope or it  may be customer may be trying to get “free” work. No matter how large or small the request is, you are not there to say what we will or will not do.

It is VERY important not to agree to do work that we didn’t agree on doing. We are busy enough as it is and don’t need to do extra work. I’ve had a customer talk to a developer in the past to get 5 additional pages for there services which we never agreed to in the original price. The rule is just focus on the main purpose of the meeting and anything additional, just say that “Carson will contact you in regards to xyz.

LASTLY –

DO: If you are the only person on the call, make the call through CallRail and record the call. If it’s a virtual call, use Pizzazz Group’s information.

DO NOT: provide your email or phone number to be reached. If an email needs to be sent, it will be sent from Carson or the sales rep email. Your time is valuable and leave ongoing customer service to the sales reps and Carson.

All corespondence needs to be done through Pizzazz Group’s technology. If there is an issue we need to be able to track it through Pizzazz Group.

Pizzazz Group takes the procedures seriously and it’s required to understand the procedures. If you are unsure about a procedure, ask Carson or Sheri. 

If you break a procedure or suspect a fellow co-worker is breaking a procedure, you need to report the concern to Carson immediately.

Common Customer Questions To Avoid If Carson Or The Sales Rep Isn’t In The Meeting

You will be provided scope of work for the call. The call will be either to gather information or to make edits in real time. Edits will be given a timeframe and scope.  Anthing outside the scope, you’ll need to confirm the edits with Carson prior to the edits being complete

Common Sittuations When On The Phone With A  Sales Rep

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