Client Solutions Advisor SOP
To manage client enquiries, prepare quotations and invoices, track leads, support client relationships, and report daily sales and service activity.
🔴 1. Enquiry Management
Manage all incoming client enquiries from WhatsApp, Facebook, calls, email, and website.
- Respond to all enquiries professionally and promptly
- Capture client name, contact details, and service required
- Clarify the client’s need before quoting
- Ensure no enquiry is ignored or left unattended
Every enquiry must be acknowledged, understood, and recorded.
🟡 2. Quotes & Billing
Prepare quotations and sales invoices using QuickBooks.
- Create accurate quotations with correct items, pricing, and client details
- Send quotations promptly to clients
- Convert approved quotations into sales invoices
- Confirm payment status before job handover
No job moves forward without correct billing and payment confirmation.
🔵 3. Lead Management
Manage all sales leads and follow-ups using Jetpack CRM.
- Load every new lead into Jetpack CRM
- Update lead status after every interaction
- Schedule and complete quote follow-ups
- Track new leads, warm leads, and lost opportunities
If it is not in Jetpack CRM, it does not exist.
🟣 4. Client After Care
Maintain client relationships after sales and job completion.
- Follow up with clients after job completion
- Handle complaints professionally and escalate where required
- Request reviews after collection or delivery
- Identify repeat business and upsell opportunities
Client care must support retention, trust, and repeat business.
🟢 5. Daily Reporting
Submit a daily report covering sales, enquiries, quotations, invoices, and client activity.
- Report quotations issued
- Report sales invoices issued
- Track new vs returning clients from daily invoices
- Record quote follow-ups, outreach, and after-care activity
Daily reporting must show sales activity, client movement, and follow-up discipline.
Folder Resources
Browse documents, spreadsheets, PDFs, and other files from the shared Google Drive folder.
🔴 Enquiry Response Rate
% of enquiries responded to across WhatsApp, Facebook, calls, email, and website.
Target: 100%
Measure: Enquiries responded ÷ Total enquiries received
🟡 Quote Turnaround
% of quotations issued promptly after receiving client enquiry.
Target: 95%+
Measure: Quotes sent on time ÷ Total quotes requested
🔵 Conversion Rate
% of quotations converted into sales invoices.
Target: 40% – 60%+
Measure: Invoices issued ÷ Quotes sent
🟣 Lead Management Compliance
% of leads correctly captured and updated in Jetpack CRM.
Target: 100%
Measure: Leads updated ÷ Total leads
🟢 Client Retention Tracking
Tracks returning vs new clients based on daily invoices and follow-ups.
Target: Growth in returning clients
Measure: Returning clients ÷ Total clients
⚫ Daily Reporting Completion
% of required daily CSA reports completed with accurate sales and client activity.
Target: 100%
Measure: Reports submitted ÷ Expected reports