Insight from under the rock...
I still have to handle every chat and send every e-mail (new & fu's) in my ILM (and for anyone in the building), but I CAN NOT talk to the customers on the phone or floor, save extreme circumstances--that is the responsibility of my dedicated salesman (formerly leads were handled selectively on the open floor yet e-mailed by me). All inbound calls, regardless of origin, go directly to the floor.
This new process just finished it's first month and we saw >50% drop in “internet sales” (well, after I dig through the paper log I might find a few more that were snagged on the floor)
Next month “Cyber Kelly’s” Internet Team will be merging with “Special Mark’s” Finance Team…I’ll check back to let you know how that goes.
I have to get back to my afterhours site changes and graphics…
At least there’s wine under the rock!
And Doug, if we all used John’s interview process, I wouldn't “Cyber Kelly,” just head of the class.
Kelly, I have been to your website and have seen the amount of work that you have put into it.
Wow, 50% drop in internet sales.
I'd be focused on the reports section of the CRM. I visited a old friend's store. Looking at his CRM reports, he had a salesperson with 58 leads with zero appointments and sales. Somebody needs to call security.
Weak salespeople will broom internet customers faster than walk-ins. I would be finding out who has good numbers and make sure that they are the only ones getting your leads and calls.
"if we all used John’s interview process, I wouldn't “Cyber Kelly,” just head of the class." A thorough analysis might be in order