Have you ever looked at the dashboard and found it showing only a few appointments, yet when you look out onto the sales floor you see your best salesman lined up with one customer after another all day? Maybe you get the excuse that they can’t do this or that because they have a customer coming in but you don’t show anything lined up for them. This could be due to your sales reps not actually putting their appointments in the system.
Neglecting to schedule appointments through the CRM could be due to them not wanting to show you when they are busy or not or just plain laziness. It could also be that they don’t actually know how to create an appointment in the program or maybe they are just afraid to put their customers into the CRM until they hit the sales floor for fear of them being skated due to a lack of understanding of how the system works. The problem with this is that you never get an accurate idea of what’s really going to be coming into your store, which prevents you from forming a game plan to prepare for the days ahead.
There are ways to get closer to the goal of having every appointment logged in the CRM every time. The best way is to make sure your sales rep understand the benefits of having them in there by informing them of all the various ways that we have skate protection built into the system to put them at ease. Another way would be to have meetings throughout the week asking your team how they are looking for the weekend, or do they have enough people scheduled for the big sale that is coming up. Asking these questions will make them want to put the appointments that they have in their head or on a post-it note, into the CRM to show you that they are prepared.
Another benefit from having every appointment in the system is to be able to confirm appointments ahead of time. Generally speaking the more appointments you confirm the lower the number of no shows you will see, or at least you will have the opportunity to reschedule them for another date and time. Less no shows means more people coming through the door which will always translate to more sales.