EMAILS & VOICEMAILS
This is the maximum amount of time you have to acknowledge a member email or voicemail.
End of the business day
Referrals should be actioned as soon as possible when you are not doing this.
Assisting a member
Members should always be offered this type of appointment.
Earliest appropriate appointment
CRM notes should be professional, factual, and ?
Objective,
opinions or assumptions should not be imputed.
All complaints must be logged in this system immediately upon receipt and resolved within this many calendar days and if it isn't what do you do?
Logged in Service Now, must be resolved in 14 calendar days, if not must be escalated.
True or False: If you leave a voicemail for a member, there is no need to create a CRM note until the member calls you back.
False! Every contact attempt, including voicemails, should be documented in CRM.
Members referred to you must be contacted by this deadline.
End of the business day
Before an appointment, employees should review member information and complete this activity.
Effective appointment preparation includes reviewing the member's profile, completing a Financial Health Check, updating WB information, and using the Appointment Preparation Checklist to identify opportunities and ensure a quality member experience.
CRM records should contain enough detail so members only have to do this once.
Tell their story once.
Employees should avoid leaving these on their calendars. Bonus: What blocks should still remain available even if blocked off?
Cancelled or no-show appointments.
Bonus: Any administrative work should still show available if members wish to book during these times.
If a member does not answer your voicemail or return your email, what is the minimum number of contact attempts required before closing the follow-up?
Three contact attempts.
The employee who sent the referral must receive an update within this time frame.
one business day
Members should be contacted before appointments to confirm this.
Attendance and required documentation.
Can members request their records in crm?
Yes, members may request access to these records, making proper documentation critical.
Employees are expected to average this many quality appointments each day/week. Bonus points for how many prebooked for the following three weeks?
Three appointments per day, 15 per week.
10/5/2 for the following weeks
Every voicemail, email, and contact attempt must be recorded here.
CRM
This is considered a best practice when making referrals.
Booking the appointment on the spot in Coconut Calendar.
Every outcome, follow-up, and commitment from appointments should be recorded here.
CRM
If unable to connect with the member what do you do?
Complete a minimum of three contact attempts, using appropriate communication channels. Phone, email and letter if needed. Also record all contact attempts in crm.
This should always be prioritized over personal calendar blocking.
Member availability
Besides acknowledging the inquiry, this must be communicated when additional research is required.
Expected timeline for resolution or a call back.
True partnership referrals require this from both the sender and the receiver.
Creating an excellent member experience.
This action helps maintain ongoing member relationships, ensures uncovered opportunities are followed up on, and supports proactive advice.
Booking the member's next follow-up or semi-annual review before they leave.
This CRM best practice helps ensure opportunities, referrals, and member commitments remain visible and actionable when they cannot be completed immediately.
Updating and future-dating the CRM task or engagement.
This model is recommended for handling member concerns.
The CARE model