Here is a script to use if you need to level set with the client.
Client, thanks for joining us today. I called this meeting because I noticed an issue and want to get clear. My desired outcome from this call is to make sure that we all get off the call having shared frustrations and get some clarity on how to move forward.
Does that work for you?
I want to clear these issues because our partnership is really important to us. I don’t believe everything will always be perfect but I want to make sure we can have these open and honest conversations.
We call these types of meetings Sync Ups. You may remember this brought up during onboarding. But basically, these are opportunities to ensure that we are all on the same page about any facts and that we have an opportunity and a safe place to share any issues around that set of facts.
Would it be okay with you if I share the facts that I am seeing?
(Ex) You received a bill from Stride for ~$100 and you had some question about it.
(Ex) There were some items posted incorrectly in the revenue account.
Are those correct? Anything else?
{REPEAT BACK WHAT YOU HEAR FROM THE CLIENT}
Anything else?
{REPEAT BACK WHAT YOU HEAR FROM THE CLIENT}
Anything else?
Great. I would like to take my 100% responsibility around the billing fact. I realize that....now that Client's company is in a stable place....I may not have gotten a shared agreement with you about how Stride bills when we are improving processes or helping clients with some ad hoc related items. I do want to apologize for that and get a shared agreement going forward.
Do you have any other issues around the billing that you want to discuss?
And as it relates to the revenue items, we have updated the steps in our internal system MILES to ensure this doesn't happen again.
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