1. Accounts Direct Standard Procedures Don't Forget to update Salesforce - If no record exists - CREATE ONE

2. Accounts Direct Standard Procedures People visit us for several reason The main ones are: 1)Drop off Paperwork 2)Collect Paperwork 3)Pre-arranged meeting 4)Non Pre-arranged meeting Don't Forget to update Salesforce - If no record exists - CREATE ONE

3. Where the reason for the visit is to Drop off Paperwork Always make sure that clients Account & Contact Details are up to date Also check if there are any arrears, Missing Paperwork/Information, outstanding Jobs If there are call through for a CRM to come and greet the client or email the CRM & send the client to them Always be courteous & polite Create or pull up the pick up record Complete with the client Check through the paperwork and note areas of obvious missing paper, like No bank statements, no sales Note special instructions or complications Don't Forget to update Salesforce - If no record exists - CREATE ONE

4. Where the reason for the visit is to Collect Paperwork Always make sure that clients Account & Contact Details are up to date Also check if there are any arrears, Missing Paperwork/Information, outstanding Jobs If there are call through for a CRM to come and greet the client or email the CRM & send the client to them Always be courteous & polite Mostly the client will be expecting the paperwork to be ready for them, so it will be behind your desk area – if not, call the CRM to find out if there are any further problems and take instruction Note the paperwork as returned by creating a task and marking it paperwork returned and the time frame, along with any relevant notes – this will record and timestamp the return Don't Forget to update Salesforce - If no record exists - CREATE ONE

5. Where the reason for the visit is to Pre-arranged meeting Create a task & assign to SE The subject bar should note client name & meeting Put into the notes the details of the meeting, e.g. who it is with & the clients company name Record time in & time out Always make sure that clients Account & Contact Details are up to date Also check if there are any arrears, Missing Paperwork/Information, outstanding Jobs If there are call through for a CRM to come and greet the client or email the CRM & send the client to them Always be courteous & polite Don't Forget to update Salesforce - If no record exists - CREATE ONE

6. Where the reason for the visit is to Non Pre-arranged meeting Ask who they wish to see & why (so we can make sure they see the right person) If it is one of the reasons already discussed, act as discussed Call or email the CRM for instruction Always make sure that clients Account & Contact Details are up to date Also check if there are any arrears, Missing Paperwork/Information, outstanding Jobs If there are call through for a CRM to come and greet the client or email the CRM & send the client to them Always be courteous & polite Don't Forget to update Salesforce - If no record exists - CREATE ONE

7. Where visitors are Aggressive or won’t identify themselves - Call Stuart or Hayden Where Visitors are from HMRC /Government - call Andrew or Vera Where Visitors are represented debt or non governmental agencies – call Tony If you are unsure what to do – call Tony or Hayden Always create a task or a case to log the visit Don't Forget to update Salesforce - If no record exists - CREATE ONE