Scenario #1: One of our services is called City Landing Pages. With this service, we bring in one of our copywriters to create 10 landing pages on a member’s site. The typical timeline for this service is about 5-7 business days and includes you being the main point of contact for the member throughout the service, even though you’re not the one actually doing the work. You had a writer confirm that they wanted to take on the project, but they missed the due date and haven’t done any of the work. After multiple follow-ups, you can’t get any response from them and have to take matters into your own hands. You’ve already told the member when they can expect to receive their completed pages (let’s say that day is tomorrow). What do you do? How do you rectify the late delivery of the service with the member? How do you get the service completed? Please type out a draft of an email that you would send to that member.
Depending on my current work schedule, I would finish the client’s landing pages before the deadline passed. If completing it myself was not possible, I would contact another copywriter and ask how long it would take them to complete a rush job. Once I had that information, I would go back to the client and let them know 1) why the deadline was missed and 2) the newly updated timeline for finishing the project.
Not being able to meet a deadline on time is something that I take very seriously, so I would offer them either a partial refund for the cost of the landing pages or an additional product that is not included in their package to add to their current website.
Dear Client,
We are so excited to get your website up and running with those additional landing pages. Unfortunately, due to a scheduling issue with our copywriter, the addition of those landing pages to your site has been delayed. I understand how important it was to have your website ready to go on the date discussed, and I want to apologize for for falling short of your expectations. I am working diligently with a new copywriter to get the work out as soon as possible, and will have an updated timeline to you as soon as possible.
At Carrot, we aim to deliver 100% of all services on time. I would like to offer you a partial refund on the cost of the landing pages to make up for this delay. This refund will show up in your next billing statement. Were there any other products you might be interested in adding to your site to help generate leads? I would love to discuss them with you further and see what I can do about getting you a further discount on any additional services.
Again, I am sorry about the delay and hope to have it rectified as soon as possible. Please feel free to reach out to me with any further questions or concerns.
Warm regards,
Jenna Grimm
Scenario #2: Another one of our services is called a Quickstart (QS). Our sales page for this service very clearly outlines the 13 points of what we do and explicitly states that the Quickstart does not include any content edits on the member’s site. Bob orders a QS and submits his intake form with the necessary information. Upon completion of the service (you’ve done everything perfectly and followed the process to a T), Bob reaches out, expressing frustration that there is no content on his site focusing on probate targets. How do you deal with Bob’s frustration? What do you do to clear up Bob’s confusion with the service that he purchased? Please type out a draft of an email that you would send to that member and your solution to the problem.
Dear Bob,
I understand that you are upset because the Quickstart Service (QS) was completed on your website, but you found there was no content focusing on probate targets. I apologize for any confusion regarding whether this option was included in the QS. Our QS includes 13 specialized services – including w, x, and y – but unfortunately it doesn’t include specialized content focusing on probate leads.
We do have additional services which can be added on to the QS to provide this content. If you have a moment to chat on the phone, I’d love to go over your options for reaching out to probate leads. Let’s set up a time so that we can discuss your concerns and we can go over any other service you might need to have added on to your site.
Sincerely,
Jenna Grimm
If the client were to come back still upset, I would offer a discount on the QS service or provide them with a small additional add-on, such as the ability to access our AI rewrite option for a certain amount of time so they can add their own probate content.
Scenario #3: It’s Thanksgiving week and you have Thursday & Friday off. Yay! Unexpectedly, one of your team members has a family emergency and is out the entire week, meaning you’re covering all incoming/outgoing orders Monday – Wednesday. It’s now your responsibility to juggle your work load as well as cover for your teammate. That includes getting in the trenches and responding to their emails, making sure due dates are hit, orders are processed, etc. What are some strategies that you would use to make sure that you’re correctly prioritizing tasks?
Making a calendar/list of deadlines for all my co-worker and I’s projects would be #1 on my priority list. If my co-worker has a service due on Monday after the holiday weekend while I have an important project I’m working on but it’s not due until the end of next week, my focus would be on my co-worker’s project. Because I would be taking on additional responsibility, I would look over my timeline for the next two weeks and pad in more time on to my daily schedule.
When possible, I like to schedule a set time to answer and respond to emails at the beginning and at the end of the day. More time would be needed here to handle my co-workers’ incoming emails. I would also add the extra hours needed to complete an additional to my weekly schedule and/or plan on working overtime over the holiday weekend. Holidays are important to rest and relax but work issues come up. If working the Friday or Saturday after Thanksgiving means less stress after the holiday weekend, as well as helping a co-worker in need, I would take the extra time to get caught up and ready to go for the next week.
Luckily, at Carrot we’re part of a team. If the workload seemed overwhelming, I would reach out to my co-workers to see who else might be able to take on one or two extra responsibilities.