Guide to Handling Returning Clients
If a client calls/email and wants their Real Geeks account re-enabled, the most important information you need to find out is when their account was canceled. This guide breaks down what to do to "re-enable" a client depending on when they last canceled.
Returning within four months of canceling:
- Reach out to Billing team to make sure this client can be re-enabled
- If the client was canceled due to delinquent billing, there may be additional charges that need to be paid
- The client's next billing date will be set to thirty days from the account be re-enabled
- Reach out to IDX approval team to see if the client will need to get re-approved
- Go to MCP and find client's website
- If the client will have to get re-approved, mark the website as "unapproved"
- You will also need to tell the client that we need to go through the IDX approval process again, be sure to provide them with their development site URL
- If the client does not need to get re-approved, leave the site as approved
- If they do not have to be re-approved, be sure to send them instructions on pushing their site live after the call / in your email
- You will also need to mark the site as "enabled"
- You will find the client's website in the Lead Manager Companies List
- Once in the company settings, you will check the "Enabled" checkbox and click submit
Returning after four months of canceling:
- If the client has been canceled for more than four months, the client will need to go back through the sales process
- Instruct the client to visit https://www.realgeeks.com/#contact and a sales representative will reach out