CARE
How can one prevent an escalation?
Speaking with a warm smile from the start.
listening closely.
The sandwich method for bad news
Show me where can you find the timeline for a filing?
What is the difference between Services Requiring Attention (SRA) and Orders requiring attention (ORA)?
SRA - Clients private info
ORA - Info for a filing. May be public
What is the difference between Registration and Formation?
One is extending a formed company to other states, the other is to start a brand new company.
Where do you obtain a resellers certificate? Do we provide that service?
Dept of revenue – No
Where do we see our sent Emails?
Interaction History
What does NNA stand for?
Name Not Available
A client Calls in. They just reached their doc limit and they are upset about the $15 doc lock. What do you do?
Use your gut. Check the notes. If they havent had a free unlock within the passed yr and you feel they deserve one, do. Its also a good chance to review what their need for mail will be and suggest a MF PKG.
What would we need coach approval on?
Waiving something over $50
Such as Filing Fee's
State fees.. ETC
What subjects can we NOT advise on?
Accounting, Taxes, Legal, and specific business advice.
Can we supply a utility bill for clients?
No
What are some ways we can try to make things right for a mistake that was on us?
1 yr free RA
Sympathetic Demeanor
Following up with an email
What is the best way to make a sandwich email if you have to break bad news?
Positive note
Bad News
Positive note
I am a new WY25$ client w/a standard LLC dissolved for "No Agent". How much is it to reinstate, and how long will it take? (Missing just 1 AR, but also RA is late 1 yr)
$450
$25
Total - $475
What does EOS stand for?
End of Service
What is the acronym for status a filing that is in processing with the entity filing is filed with.
STS