Lead appointing process Including Receptionist Primary ...

Lead appointing process

Including Receptionist Primary Roles and responsibilities:

1 Key principles

2 Telephone Calls

3 Zen Chats

4 ‘sales@’ and ‘11111’ process

5 Lead appointment booking criteria

6 1st Stage contract administration

• Metrics to be reviewed daily by Design Team Manager

• Metrics to be reviewed weekly by Design Team Manager & Man-

aging Director.

Version 4: 10/12/20

1) Key principles

For all customer interactions—regardless of the method of contact:

Telephone calls / Zen Chat / showroom visits

• Keep questions relevant, It is not the responsibility of the receptionist role to enquire as to how they intend to pay, how much or to give any technical info

In a nutshell—the key requirement for the receptionist role is to:

• Answer any incoming calls at the earliest opportunity

• Deal with customers enquiry or divert to relevant department/Person

For a 50 week year that’s £875k potential loss simply

because we have not answered the phone when it rang

This is your number 1 responsibility, the most important part of the role—if the phone is ring-

ing everything else is secondary—answer the phone & drop everything else.

• Everything is now visible on Xelion Wall boards. Permanently on display in Design Team

manager’s Office and when required by all other senior Managers

PLEASE NOTE of the 11 missed on the new enquiries line (top) 9 went onto the overflow, So 2

missed at this point (probably rung off). Of the 7 on the overflow 2 more were missed. So in

this example, 4 opportunities were missed in total. If we say we convert 1 in 4 leads and an av-

erage order is approx. £3.5K

Just 1 lead a day for 5 days not including Saturdays is £17.5K per week potential lost business.

2) Telephone calls

• Zen Chat is also a key responsibility

• The use of web-chat facilities is on the rise and customers expect to be able to get help

quickly via this medium

• Please consider Zen Chats to be as important as somebody physically visiting our showroom

• We would never leave a customer standing at the showroom door waiting to be spoken to—

so we should never leave a Zen Chat customer unattended to either

• Same process as phone lines, do not get involved with offering pricing solutions or technical

advice

3) Zen Chats

Overview and expectations for timescales

• The aim is to book as many leads as possible by speaking to all customers, if they have requested an appointment at any time, either virtual or actual

• Focus on listening to what the customer wants, the aim is to keep the call to the facts and moving onto next tasks

• If we can meet the requirements then it can be booked and confirmation email sent.

• We are looking for a minimum of 10 per day.

• All other enquiries to be called as a first option and always leave a message. If its practical to do so make a provision-al booking via the message and follow this up with the confirmation.

SALES@ PROCESS

• To take info from sales@email inbox and populate 11111 report

• No sales@ emails to be left unattended for more than 1/2 day

• Daily review

11111 PROCESS

• To SPEAK to the person enquiring at the earliest opportunity, (preferably within a few

hours max)

• To Book an appointment with a designer (telephone or actual) at the customers conven-

ience.

• Work through all 11111 by calling any outstanding logs. (if no answer always leave a mes-

sage and follow up with an email.

• No 11111 opportunity to be left unattended-every one dealt with as a first attempt to ap-

point before the end of the day in which it arrived

• Every 11111 opportunity to be re-visited by phone then email every 2 days until appointed

or removed

• Remove from 111 list after 4 attempts to contact with no success, by removing date and

111s from main cms page

4) ‘sales@’ and ‘11111’ process

Reminder: every appointed lead is worth £1,000 to the

company eventually

Detailed instructions:

• 1st Stage Process to follow for ALL other enquiries. 111 list & sales@ email

All other enquiries will be sent via various sources to [email protected]

1, Check the lead sheet and CMS to make sure it has not already been appointed, (if it has, add

any notes as to what the further enquiry etc is. ie; downloaded brochure)

2, All other/new opportunities must then be added to CMS and at the same time the customer

called (always call as a first option, see KEY AIMS).

3, Always leave a message when you can and let the customer know you will also email them.

(send the ‘tried to contact you’ email template and add notes to cms)

4, Change the next action date to 2 days later. (This is the maximum the opportunity should be

left at this stage, but further attempts can be made later that day or the next).

5, No 11111 opportunity to be left unattended-every one dealt with as a first attempt to appoint

before the end of the day in which it arrived


2nd Stage process to follow for 111 list

Work through all 11111 by calling any outstanding logs. (if no answer always leave a message and

follow up with an email).

• Every 11111 opportunity to be re-visited by phone then email a maximum of every 2 days until

appointed or the customer informs us otherwise.(always update CMS notes and change next

action date)

• After 3 attempts to call and messages left. Send the fully dealt with email and remove from the

111 list by removing date and 111s from main cms page and adding 00000

mailto:[email protected]


Rota for responsibilities to make sure sales@ and 11111 is covered

• Performance measurement

Daily review KPI,s

Measures

Performance will be measured in the 5 key areas from your primary roles.

This will give a 2 figure daily performance indicator, Averaged out over your working week .

Figure 1 Total actions

Figure 2 Total time.

In addition to above random calls and zenchats will be monitored.

A weekly one 2 one will discuss both KPI,s and call quality training


How we appoint leads to designers to ensure we are consistent in our approach to ensure fair-

ness amongst designers and to maximise opportunities for our business

5) Lead appointing criteria

Lead Source:

When a lead comes into the business it is critical that the correct “LEAD SOURCE” is identified prior to making an appoint-

ment or distributing the lead to a designer or design team manager. Once the Lead Source is identified then they are to be

allocated as follows;

THE CUSTOMERS REQUIREMENTS MUST COME FIRST

1. ADD ON - Allocated to the original designer.

2. ADD ON - Where a customer requests a different designer – book on to diary with the designer that best suits the

customers available timeslot and make notes on the lead that the customer requested a different designer so that the new

designer knows the situation. Please ensure that the design team manager is also informed for clarity.

3. RECCO With Name – Allocate to the designer that looked after the customer that has recommended us, if you

are unable to identify the customer or the designer then allocate as per allocation process document and screen shot be-

low.

4. RECCO No Name – Allocate to the process document and screenshot below.

5. INSTALL ACTIVITY/SHOWBOARDS/VAN/SAW FITTERS – Allocate to the process document and screenshot

below.

6. WEBSITE/ADVERTISING/MUSH – Allocate to the process document and screenshot below.

7. SHOWROOM (Weekdays) – Allocate to the process document and screenshot below.

8. SHOWROOM (Saturdays)— Allocate all leads other than Add-ons or firm Recco,s to designer on duty.

9. CANVASS LEADS — To Confirm post lockdown

10. CANVASS LEADS ADD ON – Allocate to the original designer, however it is important that the designer manages this

opportunity as efficiently as possible or passed to Wayne to re-allocate.

11. NO ROGUE TRADERS HERE – Window and door leads dealt with by Design Team Manager as a WebGen Lead and dis-

tributed fairly based on the customers requirements.

12. CONSERVATORY LEADS – As above unless a designer deems it to be too complex then allocate to Tony.


The reasons for the above process is to maximise the showroom days for one 2 ones

And designers pipeline/ admin


Designer Unavailability:

If a customer requests an appointment and you are unable to allocate to a designer with sufficient time to service the lead,

(see allocating appointment times below) - then take the customers full details and pass to the design team manager who

will contact the customer and appoint as required.

Designers Availability:

As a business it is important that our designers are available to see potential customers at a time that suits the customer,

we are after all in the customer service industry.

We want to provide our customers the availability of a design and survey service from 8am to 8pm Monday to Sunday. As

self-employed designers we do not expect them to be available at all these times, but we need to be clear as to the design-

er’s availability so that we can effectively book appointments that suit the customers availability.

For a designer to maximise their earnings potential seeing both people (decision makers) on the first stage of survey and

design, drastically increases the potential to get it right first time and builds better rapport than only meeting only one of

them.

From experience when our designers meet both people at the design survey stage then the customer makes an easier and

quicker decision and the designer spends considerably less time in the touchpoint and follow- up process. Overall there is

at 30% better chance of winning the business and the designer spends 30% less time following up!

Therefore, a designer’s availability to receive and effectively work leads is crucial to the volume and quality of leads they

are likely to receive. In other words, a designer only choosing to work between 10 am and 4 pm, is likely to receive more

single sit appointments than a designer willing to work between 4pm and 8pm. Also, a designer choosing to work 4 days a

week is likely to receive less leads than a designer working 6 days a week.

A designer that visits the showroom in-between appointments is more likely to receive additional showroom and tele-

phone enquiries because they are available in the business to help the customer at the time of contacting the company,

than a designer that is not present in the business.

Designers Diary:

If the designer’s diary is shown as available, then the company will allocate leads to the designer according to time and cus-

tomer availability. For clarity and consistency designers need to specify the times that they are prepared to accept an ap-

pointment for on a daily basis.

If a designer wants to start working appointments at 10 am then they must block out their calendar as unavailable (we do

not require descriptions such as prosper-works or admin or dentists, just mark the diary as unavailable) – The company will

then deem that the designer is available to work a lead - anywhere within our operating area and will be there for 10 am.

Likewise, if a designer specifies 6pm as the time that they are unavailable, then the company will deem that the designer is

available to work a lead - anywhere within our operating area anytime up until 2 hours before – In this instance 4pm

It is the designer’s responsibility to calculate and manage this process on a daily basis.


Taking Appointment Details:

We must offer the customer the choice of an actual or a virtual appointment, do not lead them

in either direction.

When taking a customer’s details for a lead it is important to glean as much info as possible.

Find out how many windows and doors etc the customer wants a quote for.

Please add as much detail to the lead information as possible so that the designer can plan for the visit.

Allocating Actual Appointment Times:

When booking a lead for 5 items or less, a minimum of 1.5 hours must be allocated per lead + travelling time.

For leads with more than 5 items then a minimum of 2 hours per lead must be allocated + travelling time.

Conservatory leads must be allocated 2 hours for the first survey visit, thereafter Designers will manage There diary and

customer time expectations.

No lead is to be allocated less than 2 hours availability + driving time. (see appointing policy below in regard to how this is

communicated to customers)

Travelling Time:

When considering travelling time you need to consider time of day and areas with heavy congestion.

Areas:

Where possible leads will be booked on to make the designers as effective as possible. This is not always possible, and each

designer must accept that the leads are allocated based on lead source then availability of each specific designers diary.

Allocating Virtual Appointment Times:

A 30 minute slot should be sufficient for a virtual appointment.

Please make it clear the designer will be calling not visiting.

Do not put pressure on the customer to send information. ( we feel this can be a big barrier to some customers ) Designers

have lots of ways to get this info further down the line or via Google. The important thing here is to get the designer com-

municating with the customer.

Changing Appointment Times:

It is CRITICAL that if for any reason an appointment is changed by the office that the calendar is updated together with a

new invite sent to the designer.

If the change is for the same working day then also send a text to the designer informing them of the change.

If a designer changes an appointment time, then it is CRITICAL that they call the office immediately to inform them of the

change so that they can ensure that the calendar is updated, or the designer is to change their calendar themselves and

send the update to reception via the google calendar.


APPOINTING POLICY

When appointing a lead, it is important that we collect the right information so that we can effectively service the lead.

Specifically, we need to collect the following information;

1. Name

2. Address

3. Telephone Number/s

4. Email Address

5. Product Interest-what are their requirements / planned project?

6. Lead Source—how did they hear about us?

7. Date & Time of Appointment

Once appointed it is then critical that all the information is added to;

Google Calendar and

CMS

Booking Process:

The following process is to be followed to ensure consistency in the service we provide to our customers and designers.

Phone Enquiry ALL Lead types: Receptionist takes details, allocates to a designer as per the allocation policy, adds to

google calendar (invites designer), adds to CMS using the take enquiry page making sure to tick the correct assets.

If Design Team Manager takes the call then he allocates to the designer as per the allocation policy, adds to the calendar

and invites the designer and receptionist. – The receptionist then adds to CMS as above.

Saturday Phone Enquiry: Receptionist completes as above.

Website Enquiry or Mpad Answer Service Enquiry and all other.

These are emailed to Design Team Manager who either allocates to a designer as per the allocation policy, as above or

Emails to the sales@finesse-windows email for reception/lead gen to appoint or add to 11111 enquiries on CMS.

If a designer receives a n add on or recco lead direct from a customer or other source this should be added to their

google calendar and reception invited as soon as possible in order to be added to CMS

Door Canvass: TBC Post lock down


Showroom Walk in’s: If no designer is present in the showroom then these will be dealt with by the Design Team Manager,

if a designer is available to help the customer then they will assist the customer and book the appointment at a time and

date to suit the customer. The receptionist then adds to the calendar, CMS and prosper and sends email confirmation to

customer or hands them an appointment confirmation slip.

Zen Chat: Receptionist books appointment according to policy above, if no appointment can be made then details are

passed to Design Team Manager to deal with. Once an appointment is made these are allocated to the designer as per the

allocation policy, the receptionist then adds to the calendar and invites the designer and receptionist. – The receptionist

then adds to CMS and prosper and sends email or post confirmation to customer.

Important Information:

The initial contact with the customer is a critical factor in the relationship we build with the customer and the overall cus-

tomer experience that we deliver. Hesitancy in responding to a customer and keeping a customer on hold for a period of

time, is unacceptable. It is crucial that we are swift and seamless in appointing leads to create a professional and friendly

experience to our customers.

If the person taking the call is unable to achieve a swift appointment, then all the details must be taken and then advise the

customer that they will be contacted urgently to make the appointment. If this must be done, then please ensure that you

confirm the customers availability for us to call them back so that we meet their expectations.

It is essential that you pass this information on to the person that you are distributing the lead too! If for any reason you

are unable to pass this on to the correct person or if the person is unable to call them back at the requested time, then you

must take responsibility for communicating this to the customer.

If a customer asks how long an appointment will take it is important to communicate the following information;

“Our designer will spend as little or as much time with you as required to provide you with all the help and advice that you

require.

Our designer will survey the work you are considering having done and then will advise you of the solutions available to you.

As part of this process they will take a photograph of your property with the existing windows and doors and then using our

design software they will super-impose the new proposed designs onto your home so that you can make sure that you are

happy with the new designs.

Once you are happy with the designs they will then price up the windows and doors and will produce you a full written quo-

tation for your consideration.

All our designers carry product samples in their car, so they can show you the quality of the products in your own home, al-

ternatively if you do not have sufficient time to go through all of this then they will invite you to the showroom to collect

your quote and see the products in the showroom so that you can make an informed decision”.

This should answer their question and make them feel safe that we are there to help and not sell to them!


Challenging Customers:

From time to time you will meet a challenging customer, we accept that this happens but do not communicate this effec-

tively through the business. Therefore we need to be vigilant when we meet such a customer that you inform the design

team manager that you believe a customer may require assistance through the process.

Lead Fairness:

The intention at all times is to provide all designers with an equal opportunity to earn income. There are occasions when a

lead becomes available when more than one designer could attend the lead. In this instance the receptionist will use the

excel spreadsheet to determine if any designer has had an imbalance of leads and they will make a judgement call as to the

allocation of the lead to the appropriate designer.

If any designer is unhappy with their allocation of leads then this is not to be discussed with any of the receptionists, it is a

conversation to be had with the Design Team Manager – see the lead challenging lead allocation process below.

Challenging Lead Allocation:

We operate a transparent lead allocation system and it is always the intention to provide equal opportunity to all designers

in respect of income opportunities. This policy has been created to provide process and understanding to this principle.

There will however be times when a designer may feel that there is an unfairness in lead allocation and that the correct

lead process has not been followed.

As a business, we are happy to discuss any situation where a designer feels that the process has not been followed, howev-

er a designer must furnish us with all the facts as to why they think the process hasn’t been followed for each instance. We

will not enter any discussion about any lead unless there are grounds for doing so.

We will not accept any designer simply moaning about the general perceived state of lead flow and allocation as this is just

simply negative, time consuming and unprofessional. Designers must remember that they are self-employed, and leads are

not a right, they are an opportunity given to them by the company.

Lead Value:

All designers must appreciate how much a lead costs the business to generate and appoint. Over the past 10 years we have

measured that every lead generates at least £1,000 worth of new business. Therefore, designers must accept and

acknowledge the averages and treat each lead with equal importance. It is important that designers are grateful of the

leads we have provided them and not treat them with disrespect due to perceived quality, lack of opportunity, the custom-

ers or geography.


Lead appointing process Including Receptionist Primary ...

Documents

Transcript of Lead appointing process Including Receptionist Primary ...