Contacting clients... 5.20.06
Even if the client specifically tells you that they are not available the day they call do attempt to call them back that day. Also, attempt a first contact if they only give you available times the following day. Most customers don't realize the call will be returned that day. Even if all we do is leave a message it will show our commitment to serving the customer!
Advisors must make initial contact (i.e. call at least once) within 24 hours of the customer email or call, if possible before 12:00 noon on the following work day. All calls & emails received by 4:30 MT are considered to be that day's contacts.
Contact Advisors will pick up calls from the voicemail system up to 4:30 MT each weekday that the Sonlight office is open. Advisors are welcome to work Saturday's if they wish.
NO CONTACT CALLS Try at least 3 times over 3 different days. For those who do have an answering machine: On your final attempt you are welcome to leave a message with your phone number so the client can contact you directly OR leave a message directing the customer to call back to the advisor system and leave a 3 to 4 hour time span in which they will be available for calls.