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Back in the days before the sales staff truly utilized the CRM system, and I was a "cradle to grave" Internet Manager using AVV, I ran my GM through the logic of what was going on...."Hey boss - I keep getting these leads from people who have been working with ____ and ____ and ____. They're telling me ____ was too rude and ____ just wouldn't give them pricing. Boss, is it their job to broom customers because that's what it sounds like is going on. We're lucky enough that these customers are giving us a second shot. I'll take care of them, but if you get my back on not splitting the commission with these guys then they'll think twice about brooming someone again. I need you to make sure the sales managers are on board with this too because they're going to have to listen to the crying. I've got plenty to work with, so I'm not doing this for the money - let's teach these guys a lesson!" That worked for me, and over time I got less leads from people who "visited the floor" already. It takes a strong leader to stick to a policy like this though, and I was fortunate to have a great GM.When we put a policy in place that said you can only take credit for a sale if you've shown some sort of provable communication attempt in the CRM within 72 hours we watched significant CRM utilization increases.....but you need a CRM to help with that first.
Back in the days before the sales staff truly utilized the CRM system, and I was a "cradle to grave" Internet Manager using AVV, I ran my GM through the logic of what was going on....
"Hey boss - I keep getting these leads from people who have been working with ____ and ____ and ____. They're telling me ____ was too rude and ____ just wouldn't give them pricing. Boss, is it their job to broom customers because that's what it sounds like is going on. We're lucky enough that these customers are giving us a second shot. I'll take care of them, but if you get my back on not splitting the commission with these guys then they'll think twice about brooming someone again. I need you to make sure the sales managers are on board with this too because they're going to have to listen to the crying. I've got plenty to work with, so I'm not doing this for the money - let's teach these guys a lesson!"
That worked for me, and over time I got less leads from people who "visited the floor" already. It takes a strong leader to stick to a policy like this though, and I was fortunate to have a great GM.
When we put a policy in place that said you can only take credit for a sale if you've shown some sort of provable communication attempt in the CRM within 72 hours we watched significant CRM utilization increases.....but you need a CRM to help with that first.
