Pearl Lemon’s Commitment To Our Clients
Try to respond to emails within 15 minutes.
Always use one emoji per email
Try to keep client emails short and to the point, unless the client requests otherwise.
Ask for negative feedback – what are we doing wrong, how can we do better.
Use a combination of voice notes and video for regular communications.
Always be the last responder in any email dialogue
Always give the client/prospect a specific timeframe for completion/response
Offer at least one piece of internal company criticism/suggestion for innovation per week
Remember we still have to deliver even if the client ignores/doesn’t fulfill all requests
Client Commitments To Pearl Lemon
Call a client out on it when you request something and they don’t deliver, but do so professionally.
Clients who pay late are not clients we keep
Clients adhere to our billing terms, we don’t adhere to theirs
If a client doesn’t respond to our requests, we’re not responsible for their results
Us to Eachother
Ideally, we should respond to each other within 10 minutes.
If there’s a concern, address it privately first.
When you’re angry don’t swear – just express your concern with emojis
If there are any personality clashes – acknowledge them and work through it
Publicly praise good work
Encourage people even if they make mistakes when you think it’s a mistake in the right direction
When something is really not good enough, pull the person aside immediately and ask if you can help them deliver better
Don’t attack or swear or shout – it only serves to drive wedges between people
Close professional relationships are much like romantic ones – when you treat people with love and respect – you will get 50% more from them
1 – 2x a week do ask people about their personal lives – show them you care
Be positive even in the face of client cancellations and discuss ‘what did we learn from this?
Use WhatsApp, Trello and Slack – turn on read receipts
Us to Ourself
Have integrity at all times – do the things you say you will do
Be committed to the relentless pursuit of excellence
Remember you can do more, there is always more within you
Set a standard for the people around you to follow – inspire from the way you conduct yourself
Quit complaining, your inner voice will try and limit your potential – recognise you are capable of anything you set your mind to
Do not compare yourself to others – ever. Always compare yourself to the person you were last week
What do you want everyone to feel when delivering the above?
Clients – Impressed, amazed and trusting of our expertise, and also understanding that we’re on the same side
Us – To feel like warriors going out to battle on behalf of our clients
Internally – Like we’re standard bearers, that we are setting an elite example to follow
“We are the SEO world’s answer to the Navy Seals. We are the first responders, pull the fastest triggers, and can be relied upon to deliver in any environment – by land, sea or air. We are highly trained, incredibly focussed experts in our field that continue to be the hardest workers in the room. Do not expect working with our team to be like anyone or any company you have worked with before. We are an agency that functions more like a Silicon Valley tech-startup – we seek relentless improvement and encourage any criticisms our clients have to be voiced to us – daily. It only makes us better. We are your first and last heavyweight resource, the team you can forever rely upon and a company that is dedicated to the relentless pursuit of excellence”