Whenever you have an update for a Bitrix Tagged Deal, always tag it back to Accounting. This is one way for them to monitor the updates.

Remember that if the client doesn't pick up, proactively call the client the following days until you speak to the client, or have completed 3 attempts. Don't wait for Accounting to tag you back to do the next attempts.

This is mainly for Switchboard to see your status. Once it's outside your shift, always turn your Dashboard off regardless if you're doing extra hours outside business hours.

Calls shouldn't be transferred to PMs outside business hours or your clients will continue to expect that.

Confidence & Humor solves a lot

By leveling with your client, your achieve a friendly relationship that erases any doubts & builds on trust. Your clients will receive your message based on how you deliver it. If you sound confident, they'll believe you're confident & in control to deliver what they need.

Well timed humor also solves a lot to ease up the conversation towards a friendlier level. Listen sharply for topics you can pick up from the client that you can react with a brief joke.

Add your Personality

Add your own personality into your conversations for your client to build an image of you. We want our client to be speaking to real people, and not machines.

Wriggling your way out of Tricky situations

One challenge that all PMs face is that, any issues are left up to us to address in order to pacify the client.

• Broken promises
  ......by sales is not new. We do what we can & make any possible adjustments,. Should the broken promise lead to a cancellation, just document that under accounting notes to educate accounting on the root cause of the cancellation. Remember, for broken promises, don't always take the client's word for it. Listen to the sales call, or reach out to Scott to have someone listen to the sales call for you if you're too busy.
  
  
• Online Meeting Cam ON
  We can never turn on our videos. You'll just need to make an excuse why, could be your web cam is broken etc. Do not use policy as a reason or that leads to a set of questions where the client challenges the policy that puts you in a place to justify it and keep your convo around this instead of moving forward

Remember, your client's will only depend on how your voice sounds. Regardless if you're panicking or struggling, so long as your voice sounds confident with personality, your call will go well. Sounding scared will cause a lot of red flags that will not go well for you.