Following Up on In-Progress Decorated Orders

Use this guide whenever additional information is needed from the customer during initial order processing and the order cannot move forward without it.

Examples of when customer follow-up may be required:

• We need vector artwork.
• The order is below MOQ.
• We need clarification on the decoration details.
• Etc.

1) First Contact Attempt – Email (Day 0)

If you determine that customer follow-up is needed while processing an order, first identify any additional information you may also need so that you can send one comprehensive email rather than multiple follow-ups.

Send an email to the contact listed on the order from the HubSpot ticket, then change the Ticket Status to Waiting on Them.

2) Second Contact Attempt – Email (Day 2)

If the customer has not responded within two business days, send a follow-up email.

If the account has an assigned sales rep, CC them on the email. Also, verify that you're contacting the correct email address before sending the follow-up.

3) Third Contact Attempt – Phone Call & Email (Day 4)

If neither the customer nor the sales rep has acknowledged either email after two additional business days, call the customer. Before calling, be prepared with the order information and a clear understanding of what you need from them.

If they answer:

If changes are made to the order during the conversation, let the customer know you'll send a follow-up email summarizing the changes, so they are documented in writing.

Close the email conversation. If the customer does not respond to the follow-up email, we'll consider their lack of response as confirmation of the changes discussed during the phone call.

If they don’t answer:

Leave a voicemail that includes:

• • Your name and company.
  • The name of the person you’re trying to reach.
  • The sales order and PO number.
  • A brief explanation of why you’re calling.
  • Mention that you’ll also follow up by email and to which email address.

Immediately after leaving the voicemail, send a follow-up email. Let the customer know that you also attempted to reach them by phone and that if we do not receive a response within two business days, the order will be canceled/discarded.

Be sure to CC the sales rep on this email as well.

 Exceptions to the Workflow

Use your judgement when circumstances warrant a different follow-up timeline.

Examples include:

• The customer tells you they'll respond by a specific date.
• They say they're waiting for information from their client.
• The customer has an automatic out-of-office reply that provides their return date.
  • If the autoreply includes a backup contact, resend your email and include that contact.
• Other situations where a different follow-up cadence is reasonable.