Do you want your burning DOO (Director of Operations) questions answered?
Today we are back for another round of The DOO Download, where you get your most frequently asked questions, answered. These questions come straight from you via our Facebook community or inside our DOO certification program.
If you are thinking of becoming a Director of Operations (DOO)? Sign up for our informational session, Test Drive the DOO on Tuesday November 7th.
In this series we address common questions that pop up in our community. If you have questions that you would like answered, make sure to submit them!
How Do You Handle Call No-Shows?
First consider a few things:
- How familiar is this person with technology? Not everyone is proficient.
- How did they get the link to book their call?
- Are they a referral or a cold lead?
- If they don’t show up the first time it is sometimes difficult to get them to show up the next time, but give them a chance.
Types of Calls
- Coffee Chat: this is a connection/get to know you call. There is zero pressure for you to give any kind of a sales pitch. I like to talk about mission, vision, values, and any struggles they are having.
- If someone no-shows, it depends on your bandwidth and capacity to reschedule. Why is this person on your calendar? Will you be able to be strategically partnered together in the future?
- You get to make the assessment if you want to reschedule or not.
2. Discovery/Sales call: This is to see if you would be a good fit to work together, gather some information, make the sales pitch, and hopefully sell them on your services.
- The follow up will be much more formal: send an email after 5 minutes with the proper link.
- After 15 minutes send them an email note and a link to reschedule, and add some language to gauge interest.
- If they don’t reschedule, send one more follow up email 48 hours after the initial missed call. This is the final outreach on your part.
3. After Someone has paid call: you have already taken payment and now they are ghosting you.
- Maybe they are overwhelmed, or haven’t seen the communication or the forms/information that you need to gather, so send a follow up email with a reminder. Acknowledge that you could help them fill out the forms/gather the info through a zoom call.
- Ask them if there is someone else on their team that you could work with.
- Put a clause in your contract that specifies guidelines on when the project can reconvene.
How Do I Handle Non-Payment From My Existing Client?
“It is so important for you to protect your boundaries… getting paid for time spent for sharing your talents absolutely has to be an expectation for doing business.”
- If there is nonpayment of the very first day, be prepared to cease any work in their business on day two.
- Communicate this clearly: send an email that without payment there will be no additional work done until the bill has been paid.
- Establish if this will be a safe working relationship for you to contribute your efforts.
- Send an email after seven days letting them know of your next action; nullify the contract and remove yourself from all systems.
- This is an indicator of what the future is going to look like. There is too much emotional and financial pain tied into behavior like this.
“You want them to understand that this is a boundary that you have, a pure expectation and you aren’t going to be one of those people who hangs around and does work without being paid for it.”
If you have a question you would like answered in a future DOO Download, drop iit in our Facebook group.
Don’t forget to sign up for Test Drive the DOO info session on Nov 7th.
Weekly Ops Activity
What is your biggest takeaway from this episode? Make sure to share it with us in the Facebook group!
Join the Ops Insiders Facebook Community:
Other Ways to Connect with Me: