Spa Forgot Their Login Credentials

USE CASE:

• Spa reaches out as they’ve forgotten their login credentials.  

RESPONSE

• Send canned text:

  • The client knows their email and has access to their email account. 

    • “Hello XXXX, 

      Thank you for reaching out.  You may reset your password at any time by clicking on this link and entering the email associated with your account.  Thank you.”

  • The client does not know the email associated with their account or they no longer have access to this email account. 

    • “Hello XXXX, 

      Thank you for reaching out.  You will need access to the email account associated with your account in order to reset your password.  Therefore, we have notified your Relationship Manager and they will be sure to follow up with you as soon as possible.  Thank you!”

ACTION:

• No escalation necessary. 

• If the client does not know the email address associated with their account or no longer has access to this email address, please create a new note and Bailee/Virginia.