1.5.1 No-Show: First Briefing
Scope: Missing Training, Validation, and Google My Business (GMB) Sync (Days 1–30)
Step 1: Wait 5–10 minutes in the call. Call the client to check for link or connection issues.
Step 2: If unreachable, leave a voicemail (if available) and send either the O_MEETING_NOSHOW email macro or the corresponding WhatsApp template asking for availability.
Step 3: If no reply after 1–2 days, follow up again via call and email.
Documentation: Keep the Sales owner updated. Log notes in Intercom and the onboarding document so next steps are clear to all teams.
1.5.2 No-Show: Training Meeting
Scope: First Briefing done, Missing Training (Days 1–30)
Step 1: Follow Step 1 from section 1.5.1.
Step 2 (Missing Assets): Send content reminder using macro O_MISSING_INFO_REMINDER.
Step 3 (Fallback Creation): If no content is provided, build the website using existing public info (social media, Google).
Rules: Do not use client Google photos. Enhance low-quality images with AI, or source stock photos from Unsplash/Pexels.
1.5.3 Pending Validation
Scope: Briefing & Training done, Client testing before going live (Days 1–30)
Action: Schedule a dedicated validation meeting to finalize onboarding.
Follow-up: If the client asks to "get back to us," maintain regular follow-ups to prevent stall.
1.5.4 Missing Google Profile Sync
Scope: Briefing, Training & Validation done | Trigger: 2+ unreturned follow-ups across Email, Chat, or WhatsApp
Standard Action: Follow multi-channel follow-up protocols.
Closure (Day 30+): Mark onboarding complete via the onboarding typeform. Detail the reason for forcing completion.
Manager Exception: With manager approval, extend follow-up past 30 days if resolution is imminent.
Unclaimed Google Profile Workflow:
Instruct client to click "I'm the owner of this business" on their Google profile.
Assist client through Google's verification step (Postcard, Video, Call, or SMS).
1.5.7 Client Lacking Content
Definition: Client is engaged but lacks media, or strategy.
Starter Kit: Share templates, workflows
Ideation Workshop: Host a 30-minute session to draft the first 3 core assets.
MVP Approach: Encourage launch with a "good enough" baseline rather than waiting for perfection.
1.5.8 Product Dissatisfaction
Definition: Feature requests, custom design demands, or expectation misalignment.
Alignment: Clarify standard product scope, boundaries, and current roadmap.
Handoff Options:
Propose paid plan upgrades or marketing add-ons where applicable.
Frame unmet requests constructively: "That is a great initiative requiring a custom module/addon."
Log product suggestions on GitHub (requires manager approval first).
Escalation & Cancellation:
Involve original Sales rep if the client threatens cancellation.
Refund Policy: Full refund eligible within 14 days of membership start.
Unresolved Issues: Offer a management meeting.
1.5.9 Major Scope/Brand Changes
Definition: Mid-onboarding changes to branding, domain, or business strategy.
Step 1 (Freeze): Pause all technical setups.
Step 2 (Impact Assessment): Calculate required re-work hours and timeline impact.
Minor Change (< 2 hours): Absorb within current scope.
Major Change (> 2 hours): Charge standard hourly rate if effort exceeds initial setup fee.
1.6.1 Payment Escalation
First Invoice Failure: Escalate to the Sales team for resolution.
Second Invoice Failure (or later): Customer Success takes direct ownership.
1.6.2 External Domain Issues
Common when third-party agencies host or manage the domain.
Scenario A (Client owns domain, agency manages):
Collect agency details and contact them for registrar access credentials or Transfer Code (Auth/EPP Code).
Scenario B (Agency owns domain / Contract active):
Identify contract expiry dates. Advise client to contact the agency jointly while keeping membership active.
Day 30+ Manager Escalation Options:
Pause Membership: If a fixed reactivation date is known.
New Domain: Purchase a new domain now, re-point once the old one is recovered.
Temporary Cancellation: Cancel and reactivate later (high risk; use as last resort).