GreenTree Communication Guidelines
PURPOSE: Ensure all client follow-ups and interactions reflect our brand’s friendly, professional, and empathetic tone. Escalate unresolved issues promptly while maintaining a positive and solution-focused approach.
Examples of Brand-Voice Communication
Responding to Client Concerns or Complaints:
What to Avoid:
“I can’t do anything about that; you’ll need to talk to someone else.”
On-Brand Example:
“I’m so sorry to hear about this! Let me gather the details and see how we can make this right for you. I’ll follow up with our team and get back to you shortly.”
Follow-Up with a Potential Lead:
What to Avoid:
“Did you get a chance to look at the quote?”
On-Brand Example:
“Hey [Client Name]! I just wanted to check in and see if you had any questions about the quote we sent. We’d love to help give your home the ‘happily ever after’ it deserves! ✨”
Rescheduling or Handling a Missed Appointment:
What to Avoid:
“Your technician didn’t show up. Do you want to reschedule?”
On-Brand Example:
“Hey [Client Name]! Oh my gosh!!! I wanted to apologize for the mix-up with your cleaning today 🤦♀️. We are 100% committed to making it right! What can we do to earn your trust back? 🤗”
Declined Payment Follow-Up:
What to Avoid:
“Your card was declined. Can you pay another way?”
On-Brand Example:
“Hey [Client Name], Oops! It looks like there was an issue processing your payment today. No worries—it happens! Could you confirm your payment details or provide an alternate method at your earliest convenience? 🤗”
Additional Tips for Maintaining Brand Voice
Use Friendly and Upbeat Language: Speak like a helpful, cheerful partner who’s eager to solve problems and make the client’s life easier.
Show Empathy: Acknowledge frustrations and reassure clients that their concerns are important.
Example: “I completely understand how important this is to you, and we’re here to help!”
Keep a Positive Focus: Even when addressing issues, frame responses around solutions.
Example: “Let’s take care of this together—we’ll make sure it’s sorted out quickly!”
Use GreenTree’s Signature Messaging: Reference your fun, magical branding when appropriate.
Example: “Our Fairy Clean-Mothers will work their magic to make everything shine!”