Dear all,

Following the sharing on weekly meeting today. The following key points for your reference afterward.

Building trust with our client as well as our colleague/partner, the response time is very critical. The quick response will let the people feel they were treated very important. Otherwise, they will feel upset and hard to trust you.

So how could you response quickly? AT THE MINUTE you learn the request and call back to him/her with the following communication:

Stage 1 Pre communication

With client/request initiator

    1. Your request was well received and thanks.

    2. My understanding for your request is "......", Am I right?

    3. Why you initiated such request?

    4. What's your expectation?

    5. Based on the information you mentioned, we need to provide ABC, am I right?

    6. Ok, I will be back to you later / tomorrow / two days later / by this Friday/ within one week. (as soon as you can, and you could commit to your client the timeline and then confirm with    Operation team and if you find there is something difficult to meet the timeline, go back to client and longer the period with confirmation with client)

    Based on such communication, your client will feel his/her request being well treated and they will have no anxious and worry about that.

    (BTW, if you don't have confidence to have better understanding about the request, communicate with your consultant at first and then go back to your client at the minute following the above process)

With Operation/your partner

    After you have confirmation from your client, the following actions should be evaluating your internal resource:

    1. Who could support you finish it?

    2. What he/she could do?

    3. What he/she couldn't do? who else could do?

    4. How could I communicate to get the support?

    5. The timeline request?

Stage 2 Following communication

Face to face and phone call: Always be the most important and efficient way of communication especially for the client.

Email:

By communication with all shareholders for the above information and then send out a kick off email as an official record and trigger for the preparation (refer to the typical email draft format https://www.jianshu.com/p/bf3ac4bbaecf )

Wechat:

Based on align of all the above information and set up a wechat group to follow up if the project is big or complex.

Tips:

- organize a wechat group to share all information to all shareholders

- keep all the follow up / update / feedback in group at the minute and at the key persons need to take care.

- To ask close question in the group. You could align with the shareholders individually and then share the conclusion or action plan in the group to keep all shareholders posted.

- close the case in time.

Final summary or approval email or result delivery

Before issue the final submission, call client/shareholders to let them know the result they may received to see whether they have any comments or advice.

If there is not too much big deal, issue the email out covering the following:

- Brief summary for the background

- Brief summary for what you have considered

- Brief summary for the final solution or options.

- Attachment for review.