When a customer advises they are transferring ownership to a new owner, property manager, or property management company, the following steps should be taken:
- CSM should meet with the customer to discuss the terms of the transfer. CSM should obtain the following:
- The effective date for new ownership
- Contact person (s) name, email, and phone number
- CSM should advise the customer that a call would need to be scheduled with the current owner (s) and new owner(s) to discuss the transfer process. (Please emphasize that we are unable to start the transfer until this call has occurred).
- During the call, the CSM should review the current marketing agreement/services being rendered, monthly recurring billing, and obtain new billing information for the new point of contact (Name, address, email, phone number).
- The CSM should also advise the new owners that a new agreement is needed BEFORE we can transfer ownership.
- Once the new agreement is signed, CSMs should update Bailey with the new contact information for the new owners.
- If the new owners want to modify services, do a warm transfer to Sales. The Sales Representative will walk the customer through amending the agreement and can send the new agreement to the customer.
- Once the new agreement is received, proceed with Step 5 and update Client Billing accordingly.
- Update the Contact Information in SalesForce (Mission Control) to reflect the new owners and add a note regarding the change in ownership and the effective date.
****Please note, all services should be paused if the new owners do not sign an agreement before the effective date of transfer.****
Please reach out to your direct Team Lead if you have any questions or need assistance facilitating these calls.
Template to communicate our process to the customer:
“Hi [insert customer],
Thank you for this update on your intent to transfer ownership. Our process for transferring ownership would begin with getting all contact information for the new point of contact and the official first day of new ownership. From there, we would schedule a call with that person to discuss the transfer process, including a review of the current services and monthly recurring billing.
If the new owner shows interest in additional marketing services, an introduction will be made to the sales team to discuss options for amending the agreement. A new agreement will be drawn up whether current services are maintained or additional services are requested.
I hope that this information is helpful, and please let me know if you have any questions.”