As always, VOCABULARY is critical for clarity and execution.
Big, big, big part of FOLLOW-UP are the actual call notes/visit notes/note to self.
Write it (for yourself).
File it (for posterity).
Share it (for support).
In our world, the action (vocabulary) is simple:
- CALL REPORT
- This is internal (only). It’s meant for the internal team.
- Can be in shorthand, organization jargon/team vocabulary, etc.
- Can be posted somewhere (again) internally. (For TSG, it’s HighRise).
- Or, could simply be shared with selected group on team or project.
- MEMO FOR THE RECORD (MFR)
- Meant to be shared both internally and externally.
- Should be able to be shared with Senior Leadership, Natural Partners and certainly attached to the Prospect’s ‘Record’/database.
- A simple outline could include:
- An Overview/Summary
- Discovery/What We Learned
- Flow of the Visit
- Specific Quotes from the Prospect
- Action Steps
Note: This was a big topic of our ‘HANGOUT’ last Friday for The Suddes Group Team. Thought I’d share the vocabulary and differences between a Call Report and a Memo for the Record.
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Special Note: Here is a great Guide on Follow-Up for you to download.
As a reminder, here are the three parts to the follow-up.
1. WITH THE ORGANIZATION
Should be able to be shared with Senior Leadership, Natural Partners and certainly attached to the Prospect’s ‘Record’/database.
Summarize your call and visit notes in a Call Report or Memo For Record. Do this immediately after the visit. Look over your notes and then expand them into a ‘bullet-style’ Call Report. (Examples in Addendum)
Write it (for yourself).
File it (for posterity).
Share it (for support).
Note: Do your Call Report first… and you can use it to compose the follow-up note to the prospect. Then, you can hang it in Raiser’s Edge, eTapestry, HighRise or whatever.
2. WITH THE PROSPECT
Email or letter to summarize the visit and create a written ‘roadmap to a gift’.
It’s a second chance to close (ask). The follow-up gives you the perfect opportunity to respond to their questions and comments. You can also present ‘math’ that you didn’t get to in the visit. Most importantly, you can confirm numbers on the table, suggested ways to make this happen and more. (Examples in Addendum)
3. WITH YOURSELF
Do an AAR, (military jargon for After Action Report). This is great opportunity to debrief in your journal or sales log…lessons learned, what went right, what went wrong, next time(e.g., “I talked too much.” “I didn’t listen.”)
This third part is rarely done … but if you truly want to be Professional and a team Mastery in that profession … doing this ‘debrief’ with yourself is critical.
*My business partner and great friend, Nick Fellers, is one of the best I’ve ever seen at this. After every sales call or workshop or presentation, he makes notes about what went right, want needs improvement, what he missed, etc. Then he goes back and looks at that before the next activity.
