Building Trust: Communication Best Practices for ISO Partners
Discover how to build lasting relationships with restaurant owners through effective communication. Learn when to follow up, how to provide value at every touchpoint, and strategies for maintaining engagement throughout the claim lifecycle.
The Foundation of Trust
Trust is the foundation of every successful claim. Restaurant owners need to feel confident that you're looking out for their best interests, not just trying to make a sale.
Trust Builders
- ✓ Transparency about fees and process
- ✓ Consistent communication
- ✓ Delivering on promises
- ✓ Being responsive to questions
- ✓ Showing genuine interest in their business
Communication Timeline
Initial Contact
Goal: Introduce yourself and the opportunity
Keep it brief, focus on value, and set clear next steps. Mention the average recovery amount ($40K) to create interest.
After Onboarding
Goal: Confirm receipt and set expectations
Send a thank-you message, confirm the estimated recovery amount, and explain next steps (document collection).
Document Collection
Goal: Make it easy and follow up
Send the document portal link with clear instructions. Follow up after 3 days if no response, then again at 7 days.
During CPA Review
Goal: Keep them informed
Let them know when documents are received and when CPA review begins. Set expectations for timeline.
After Approval
Goal: Celebrate and maintain relationship
Share the good news, confirm final amounts, and ask for referrals. A satisfied client is your best marketing tool.
Providing Value at Every Touchpoint
1. Share Insights
Provide information about FICA credits (see IRS Form 8846 Instructions), tax strategies, or industry trends. Position yourself as a knowledgeable resource.
2. Answer Questions Quickly
Respond to emails and calls within 24 hours (iclaimly same day). Quick responses show you care and are professional.
3. Be Proactive
Don't wait for clients to reach out. Check in regularly, especially if a claim seems to be stalling.
4. Use the Platform
Leverage claim activities to log conversations. This shows organization and helps you remember important details.
Communication Channels
Best for: Detailed information, document links, formal updates. Use for initial contact and important milestones.
Phone
Best for: Building rapport, handling objections, urgent Matters. Use for follow-ups and relationship building.
Text Message
Best for: Quick reminders, document portal links, brief updates. Keep it professional and brief.
In-Person
Best for: Initial meetings, closing claims, building strong relationships. Use when possible for high-value claims.
Handling Difficult Situations
When Clients Are Unresponsive
- Try a different channel (if email doesn't work, try phone)
- Be empathetic - acknowledge they're busy
- Make it easier - offer to help gather documents
- Create urgency - mention time-sensitive benefits
- Don't give up - persistence pays off
When Clients Have Concerns
- Listen completely before responding
- Acknowledge their concern
- Provide information or solutions
- Follow up to ensure satisfaction
Building Long-Term Relationships
Even after a claim closes, maintain the relationship:
- Check in periodically to see how they're doing
- Ask for referrals (satisfied clients are your best source)
- Share relevant industry information
- Celebrate their business milestones
- Stay top-of-mind for future opportunities
Sources & References
- • IRS Form 8846 Instructions - Credit for Employer Social Security and Medicare Taxes Paid on Certain Employee Tips
- • IRS Form 8846 - Credit for Employer Social Security and Medicare Taxes Paid on Certain Employee Tips