Email Service Notes (Jesse)

Your Original Email

1⃣️The Email/Website Poster Communication Templates

Situation:
When COVID-19 was becoming a global issue in early 2020, in addition to business uncertainties, our local Chinese customers were facing another big challenge. Many of them had difficulties in updating their clients on the latest business information because of unprofessional English abilities which can lead to serious business losses.

Task:
To develop English templates that our customers can easily use them to communicate with their clients via Emails or Website Posters.

Behavior:
1. I selected 10 high-spending customers in my book to ask their expectations on the templates.

2. I work with managers to develop the templates’ structure. I customized the templates for B2B clients and B2C clients separately. I also made a Chinese Traditional version for our Hong Kong/Taiwan customers.
[Contents of the templates]:
– Healthy Tips in COVID-19
– Actions that the companies are currently taking to protect employees and make the products safe
– Companies’ production capacity at this moment

3. Having completed the templates, I sent them to the 8 customers and my managers for getting feedback

4. After the final review, the templated were ready

Impact:
1.The templates had been widely shared within the Direct team and cross-functional teams including MA, Kickstart, NBS. Hundreds of customers had been benefited.

2.I received very positive feedback from my customers.

2⃣️Revenue Escalation Plan

Situation:
In week 4 Q3’2020, an account drop happen and which immediately created a 20K in-quarter revenue gap in my book.

Task:
I need to develop a revenue escalation plan and figure out other opportunities to recover the revenue gap.

Behavior:
1. By scrubbing my book again, I selected 15 high-potential customers.
2. I engage with 3 of them closely every week to pitch increase the budget utilization rate.
3. I also work with my manager to co-pitch a customer.
4. I set up deadlines with these customers and then monitor their progress on a trix.

Impact:
The revenue escalation plan has been put into action for 4 weeks, and I have already boosted 8.5K revenue.

Your Edited Email

1⃣️The Email/Website Post Communication Templates

Situation:
As COVID-19 was becoming a global issue in early 2020, in addition to business uncertainties, our local Chinese customers were facing another big challenge. Many of them had difficulties in updating their clients on the latest business information because of poor English communication ability which has the potential to lead to serious business losses.

Task:
To develop English templates that our customers can easily use to communicate with their clients via Email or Website posts.

Behavior:
1. I selected 10 high-spending customers in my book to ask their expectations of the templates.

2. I work with managers to develop the template structure. I customized the templates for B2B clients and B2C clients separately. I also made a Traditional Chinese version for our Hong Kong/Taiwan customers.
[Contents of the templates]:
– Healthy Tips in COVID-19
– Actions that the companies are currently taking to protect employees and make products safe
– Companies’ production capacity at this moment

3. Having completed the templates, I sent them to the 8 customers and my managers for feedback

4. After the final review, the templates were ready

Impact:
1.The templates were widely shared within the Direct team and cross-functional teams including MA, Kickstart, NBS. Hundreds of customers had benefited.

2.I received very positive feedback from my customers.

2⃣️Revenue Escalation Plan

Situation:
In week 4 Q3’2020, an account drop happened which immediately created a 20K in-quarter revenue gap in my book.

Task:
I needed to develop a revenue escalation plan and figure out other opportunities to recover the revenue gap.

Behavior:
1. By scrubbing my book again, I selected 15 high-potential customers.
2. I engage with 3 of them closely every week to pitch increase the budget utilization rate.
3. I also work with my manager to co-pitch a customer.
4. I set up deadlines with these customers and then monitor their progress on a trix.

Impact:
The revenue escalation plan has been put into action for 4 weeks, and I have already boosted 8.5K revenue.