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VATEDARA Sequence for pissed off customers

by scottgallagher
4 replies
EXAMPLE:

I have a client who has been with my agency for almost 3 months. They are paying $1000/mth for one location in the Philadelphia local area. They are a former client of Yodle and they phoned me today to let me know their credit card and on-demand sales have dropped since hiring us, and their leads have dried up. In other words, we are risking getting fired and there are some issues I have to uncover.

While I have confidence in our service and results, this is the process I go through to address the client challenge.

VATEDARA SEQUENCE.
  • Validation (understand client's problem)
  • Accountability (what are you responsible for)
  • Truth (what is the REAL problem and why)
  • Expectations (do your expectations align with client)
  • Data (rankings vs. Traffic vs. Sales)
  • Activity (what has been completed, still pending and over what time period)
  • Results (does the activity yield actual results)
  • Action Plan (to keep customer happy)
#customers #pissed #sequence #vatedara
  • Profile picture of the author bawls
    Nice post Scott, really, so take this with a grain of sugar

    Provide PROOF when dealing with more "rural" pissed off business owners

    Provocation...get them more pissed off
    Redirection...blame it on illegal aliens
    Obfuscation...hide the fact you employ illegal aliens
    Ovulation...remind them that illegal aliens are breeding like rabbits
    Freedom...911...Jesus
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  • Profile picture of the author shane_k
    Originally Posted by scottgallagher View Post

    While I have confidence in our service and results, this is the process I go through to address the client challenge.


    VATEDARA SEQUENCE.
    • Validation (understand client's problem)
    • Accountability (what are you responsible for)
    • Truth (what is the REAL problem and why)
    • Expectations (do your expectations align with client)
    • Data (rankings vs. Traffic vs. Sales)
    • Activity (what has been completed, still pending and over what time period)
    • Results (does the activity yield actual results)
    • Action Plan (to keep customer happy)

    Is this a process you go through with the client?

    Or is this something that you would go through with your team?

    And I know what you said was an example, but if you got a call like that, how do you handle it on phone?

    For example, do you just tell the business owner you will look into it? or do you do any of the above steps with them over the phone?

    Thanks

    Shane_k
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  • Profile picture of the author Rus Sells
    Are you doing paid advertising? I know Yodle provides this service and if they switch from Yodle to you and you aren't doing any paid advertising this is most likely the reason they have noticed a drop.
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  • Profile picture of the author SashaLee
    Hi there,

    The bottom line is you took on a client and now their sales and profits are dropping. You need to work super fast to keep them as a client, which means you'll need to invest in some techniques to ensure their lead level is noticeably increased.

    You didn't mention what type of business they are so that makes it difficult to make any specific suggestions.

    Also, you might need to get yourself down to their location and get hands-on with how leads are handled, make sure all phone numbers are working, all emails are being read and answered, etc.

    All the best,

    Sasha.
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