After you meet with an existing subscriber to LDA, or one of the LDA instances, this will act as a playbook to follow up with this user, ensure they've received value from your interaction, and that they're using LDA.
Immediately After the Meeting
Internal Documentation
Before doing anything else, document the meeting notes in HubSpot and schedule follow-up tasks to contact the client based on your agreed-upon touchpoints.
Your meeting notes need to include the following:
- Purpose of the meeting
- Why did the advisor agree to meet with you? What outcomes did they want to achieve from the meeting?
- Key highlights from the meeting
- What did you present or what was done in the meeting?
- Outline what was accomplished and the feedback provided by the LDA user.
- Next steps
- What's next?
- Outline the agreed-upon action plan from you and the LDA user, along with any due dates that correspond to the action plan.
Here's an example of a proper meeting note.
Post Meeting Summary Email
Next, you'll need to contact the advisor via email and send them a meeting summary. Previously, we used AI meeting summaries. However, moving forward, we'll refine the AI notes to a cleaner and condensed version, which simply outlines the following:
- Key goals, expectations, questions and concerns raised during the meeting.
- Up to three tailored bullet points of how LDA will support their business.
- Reconfirm and clearly state the next steps.
If the meeting is done properly, you will have an action plan in place with the advisor for what they'll take away when using LDA and when the next touch point will be.
TIP 1: A phone call is much more effective than an email, so suggest connecting on the phone during your meeting. Getting the advisor to agree to a time is even better.
TIP 2: Schedule your next contact within 7-10 days of the meeting. Any longer, and you risk the advisor forgetting what you've discussed in your meeting. The best chance you'll have an advisor to leverage your learning is when LDA is in mind, shortly after the meeting.
Email Template
TIP: Use your Fathom or Google Meet recording notes and ChatGPT to help fill in the gaps. Here is the prompt I suggest using.
Create an email template to use as a summary of a meeting with a user of Life Design Analysis (LDA). I am a customer success representative, and the recipient is a subscriber to LDA. Use these meeting notes (Insert pages notes).
In the template, insert an area to note the following:
1. Key goals, expectations, questions and concerns raised during the meeting.
2. Up to three tailored bullet points of how LDA will support their business.
3. Reconfirm and clearly outline next steps.
For the tone, use the voice of James Clear; clear, professional, friendly and confident. Keep the language simple and practical while focusing on momentum.
Follow this structure:
1. Quick thank you, recap the purpose of the meeting.
2. Key goals and pain points shared.
3. How LDA and our team will support them.
4. Next step, who owns those steps, and any links or resources.
Don't send an email to the client without double-checking the accuracy of the information! Also, remove items that make it obvious it's Ai (emjois on subheaders, too many dashes (-), etc).
Advisor Contact
Being a good customer success representative means establishing trust with the LDA user. An easy way to achieve this is by delivering on what you said and sticking to the agreed-upon timelines.
Outside of creating a task in HubSpot, use the following:
- Hubspot task reminders
- Schedule an email alert for the task due date so you're notified of the scheduled task. This can prevent the task from being lost in your task list.
- Google Calendar
- Add the task in your calendar as a 15-minute timeslot. Google Calendar alerts you 10 minutes prior to the time you scheduled for the task. Do this during your allocated task time.
- Pen and Paper
- Have a pen and paper at your desk to right down important to-dos during your day. Meeting follow-ups should be included in this list.
Advisor Discussion
When you speak to the advisor, confirm if they've followed what you proposed they agreed to? Due to their busy schedules, unless they have an urgent case, most of the time they won't have completed 100% of what was proposed. If that's the case, find out why.
Are there any hurdles that we can control?
Have they worked on an insurance case outside of LDA?
Once identified, work on correcting the behaviour. Offer case support, provide additional learning, and agree to a follow-up time that fits the advisor's schedule.
TIP: If the advisor suggests a time not in the near future, push back in a friendly manner. Since the advisor has dedicated time to making the most of LDA, the push back is trying to get the most value from the time they've invested.