Post-Pub. Photos SWAT Call Checklist

    Greeting Jump to Section

  • Introduce yourself and the department
  • Set expectation for call time frame
  • MUST READ: State call recording disclaimer

    • Discuss Photos Jump to Section

  • Ask if customer has seen site after photo placement
  • MUST READ: Validate account

    • Review Site Jump to Section

  • Screenshare with customer
  • Review website and take notes

    • Wrap Up Jump to Section

  • Remind customer about email survey

Post-Publish Photos SWAT Call Guide

Greeting

Hi, this is [your name] from GoDaddy Website Design Services. Is [customer name] available? [PAUSE for response] How are you today?

Taking Over a Project Intro

Hi, this is [your name] from GoDaddy Website Design Services. Is [customer name] available? [PAUSE for response] How are you today? Before we get started I wanted to let you know I'm a colleague of [PREVIOUS WS] & I'll be your new point person on your website design project. I've familiarized myself with your project, so I'm up to speed and ready to help you get to the next step.

  • If a customer is asking WHY. Here is what you are allowed to say.
    • The WS is unavailable at this time (OOTO & can reschedule the customer with the original WS if the customer wants to wait for them)
    • OR WS is no longer with the dept or company

By the way, before we get into things, I want to let you know that this call will be recorded and retained for quality and training purposes.

Discuss Photos on Site

As you know, we completed your photo shoot! And, like [website specialist] mentioned, we’ve updated your website with your new photos.
Have you had a chance to take a look at it yet?

[If YES:] Great! What’d you think?

[If NO:] Ok, if you have a few minutes, we can go through it together now. We want to make sure you’re happy with the changes we made before we call your website finished. Are you near a computer?

[If NO:]

Ok, when you have time to go through it, if you’d like to swap any of those photos out, we’ll do that for you. Just give us a call then, ok?

[If NO and Marketing Services customer:] Ok, when you have time to go through it, if you’d like to swap any of those photos out, we’ll do that for you. You can either give us a call or submit a request through your Website dashboard.

[If YES:] Awesome! So, let’s share our screens and we can go through it together.

First, I’ll just need your PIN. [PAUSE for response]

Review Site

[Review website]

Ok, so once we make these changes, we’ll email you to let you know your website’s complete, and it’ll be good to go!

Wrap Up

[Wrap Up]

And by the way, in that email recap will be a short survey about your experience with me during the consultation. You will also get a short survey asking you about your first draft 1 day after you get your website. It would be great to hear your feedback.