This Playbook for Points of Contact provides both guidelines and instructions to SalesLabX team members
on how to ensure we establish multiple points of contact within a client’s life cycle.
During onboarding, there should definitely be a focus on getting things kicked off right and making the path to the customer’s desired outcome. Within that conversation, we will ask who their division reports to so that you can better understand how their organization is structured. (Note: Also ask sales during the handoff if another POC was given, so the client can see that internal communication).
By obtaining this information, we can better understand the goals and metrics their leaders need to meet they need to meet, and it gives us someone to go to if your point of contact goes dark on you.
Ask for additional point of contacts during these parts of Onboarding:
The Sales team can check with the current POC on if they have a director, colleagues, or any direct reports whose buy in will be needed.
Additionally, in our first email send to the client, we will include a Typeform to collect responses, and store new client information.
During Client Interviews with Operations, (3 months, 6 months., 9 months, 12 month calls). There will be a question centered around who should we need to add in as a second, (and possibly third) point of contact if any information we have on file changes.
If they are unable to provide that information on the call, we will continue to follow up/ask in the following check point calls until one is given. Having at least 2 other POCs in mind will help us have an established relationship with others in their organization.
The Account Coordinator will do the following:
As soon as the AC is aware that the Point of Contact is leaving:
So happy for you in this new transition, I really enjoyed working with you and wish you all the best! When you have a moment, could you please loop me in with our new point of contact for this account? I would greatly appreciate it. Thank you!”
2. Reach out to the second point of contact we have on file in order to coordinate with their team on who will be the main source of contact and set up a call.
3. Inform their Team Lead that there is a change of POC happening for their account.
If the AC is unaware that the Point of Contact is leaving:
Hope you are having a great day! I am [name] from SalesLabX. From the bounce back email I received, I am aware that [Old POC] is no longer with the company. I wanted to inquire about who our new point of contact will be for this account, as we have projects in the pipeline that we’d like to have signed off by you all soon. I am happy to introduce myself in a call if that’s easier for your team as well!
[Mixmax link]
Looking forward to connecting!
[Name]
