Vendor Onboarding Follow-Up

Purpose: move a vendor who started onboarding to Active by collecting the items still missing.

When to use: Side B campaigns, day 2, day 4 and day 7 of onboarding, or any time a vendor goes quiet with items missing.

Goal of the call: the vendor commits to a date for each missing item, or tells you what is blocking them.

Version: v1.0

Before you dial

Vendor's onboarding checklist open, with the exact items missing
Vendor master tracker row open (contact name, best phone, email)
Client's requirements sheet open (insurance limits, wording, source rules)
Notes from the last contact (what they promised and when)
Secure upload link or e-signature link ready to resend
It is the vendor's working hours in their time zone

Never do this: never ask the vendor to read out a tax ID, bank number or date of birth on the phone, and never accept documents through a team channel or text. Send them to the client's secure upload process every time.

The flow

1. Opening

You: Hi (VENDOR CONTACT NAME), this is (YOUR NAME) from (COMPANY NAME) vendor support. I'm calling about your vendor application. Is now an okay time for two minutes?

Why it works: they know who you are and why you called before they decide whether to listen.

If they say "Who? I don't remember applying"

You: Sorry for the confusion. You started our vendor application on (DATE) for work in (COUNTY NAME). Are you still interested in joining our network?

If no, thank them and close the file as Inactive with the reason.

2. Progress first, then the gap

You: Thank you for what you've sent so far. We already have your (ITEMS RECEIVED). To get you active, there are just (NUMBER) items left:

(MISSING ITEM 1)
(MISSING ITEM 2)
(MISSING ITEM 3)

Why it works: starting with progress makes the remaining list feel short and doable.

3. Find the blocker

You: Is anything making these hard to get? Sometimes the insurance agent needs our exact wording, or a link didn't work.

If they say "My insurance agent is working on it"

You: Great. Would it help if I email your agent directly with our exact requirements? Many agents prefer that. What's your agent's name and email?

Send the client's insurance requirements to the agent the same day, copying the vendor.

If they say "I sent it already"

You: Thank you. Let me check. ... I don't see it yet on our side. Which email or link did you use? ... It may have gone to a different place. Could you upload it again here? I'll send the link right now and stay on the line if you like.

If they say "The link doesn't work"

You: Sorry about that. I'll send a fresh link now. ... Can you open it? ... Great.

If it still fails, log the issue and tell your Team Lead the same day.

If they say "Your limits are too high" (insurance)

You: I understand. These limits come from our clients, so I'm not able to change them. Your agent can usually tell you the cost to raise the limit. Would you like me to send the requirements to your agent so they can quote it?

If they say "I don't want to do the background check"

You: I understand it feels personal. It's required for everyone who enters the homes, because our clients need to know the properties are safe. Without it, I'm not able to send orders. Would you like some time to think about it?

If they still refuse, log it and close as Inactive with the reason.

4. Get a date for each item

You: When do you think you can send the (MISSING ITEM 1)? ... And the (MISSING ITEM 2)? ... Perfect. I'll write those dates down.

Why it works: a specific date per item turns "I'll do it soon" into a plan.

5. Confirm and close

You: So, to confirm: (ITEM 1) by (DATE 1) and (ITEM 2) by (DATE 2). I'll send you a short email now with the list and the upload link. Once these are in, we can usually get you active within (DAYS) business days. Thank you, (VENDOR CONTACT NAME).

Voicemail

Hi (VENDOR CONTACT NAME), this is (YOUR NAME) from (COMPANY NAME) vendor support, about your vendor application. You're almost done: just (NUMBER) items left. I'm sending you an email with the list and the link now. You can also call me back at (CALLBACK NUMBER). Thank you.

Text (if the vendor agreed to texts)

Hi (VENDOR CONTACT NAME), it's (YOUR NAME) from (COMPANY NAME) vendor support. Your application is almost complete. Still needed: (MISSING ITEMS). Upload link is in your email from today. Reply STOP to opt out of texts.

Coach's note: be the easiest part of the vendor's week. Short calls, exact lists, working links, and help with their insurance agent. Vendors remember who made onboarding painless, and they answer that person's calls later when an order is late.

Objections

They say	You say
"I'm too busy this week."	"I understand. What's one item you could send today? Even one gets us closer."
"Why do you need all this?"	"Our clients require it to protect the homes, the owners and your business. Every vendor in the network sends the same list."
"Can I start working while I finish the paperwork?"	"I wish I could. Orders can only be sent once everything is complete and approved. The faster we finish, the faster you can start."
"Other companies didn't ask for this."	"Requirements are different for each company. These are ours, and they're the same for every vendor."
"I'll do it later."	"No problem. What day works? I'll put it in my calendar and check in."

After the call

(DATE) (TIME) · Onboarding follow-up · (YOUR NAME) Reached: (YES / VOICEMAIL / NO ANSWER) Missing items: (LIST) · Committed dates: (ITEM: DATE) Blocker: (NONE / INSURANCE AGENT / LINK ISSUE / REFUSED SCREENING / OTHER) Agent contacted: (YES/NO, NAME) Next follow-up: (DATE) · Status: (ONBOARDING / HOLD / INACTIVE)

Next step: send the "Onboarding: items still needed" email from the Email pack within 30 minutes, then set the next follow-up two business days out or on the earliest committed date, whichever is sooner.

Check yourself

1. Why do you start with what the vendor already sent?

It shows progress, makes the remaining list feel small, and keeps the conversation positive.

2. The vendor offers to text you a photo of their tax form. What do you say?

Thank them and ask them to use the secure upload link instead. Never accept sensitive documents by text or team channel.

3. What is the most useful thing to offer when insurance is the blocker?

To email the client's exact insurance requirements directly to the vendor's agent.