Bottom 3 ACQ

Date

August 5th, 2024

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Data

Analyzed by: Kyle Ackerman & Chris Wilson ||| [email protected]

Feedback

RCF Grand Rapids: Official audit; Bottom 3 ACQ ||| 

Notes

When I go to your Estimates Delivered the first thing that I see is that you have someone who is scheduled for services starting August 8th. I would recommend moving them out of that stage and into Service Scheduled to keep the CRM organized. I would also make sure that those that are in Estimate Delivered you stay on them by using tasks. The longer they sit in Estimate Delivered without a final answer, the better chances of them losing interest.

In your Service Scheduled stage you have at least one who you have already serviced. Make sure that you mark these WON, as this should have been on the bill that is due coming up on the 8th.

Finally, I am still going to recommend that you use the Phone Feature in Nurturely+. It looks like you have a sales person now, and the only way you are going to be able to coach her is by seeing the things she says, and listening to the calls she makes.

I understand that there has to be a bit of trust there, but how can you hold anyone accountable if you don't actually know what took place. There are also additional enhancements that we can do to make your life and her life easier by running simple automations to automatically text clients in certain durations in the estimate delivered stage, or even something as simple as a review request after you mark a lead "WON". I can help with these things.

RCF Grenada: Official audit; Bottom 3 ACQ ||| 

Notes

Erica, you have Opportunities in new leads that should be in Call Attempt #1. By keeping them in the New Lead stage is lowering your ACQ Score.

Additionally, I noticed that you only have been utilizing the New Lead and Estimate Delivered stages. Are you not using the other stages? I would recommend using them because that will help keep your CRM organized. You are only in the beginning of your RCF Membership, and as this thing builds out you will have a lot more leads to work on.

The biggest thing you can do right now is go through your Estimate Delivered stage and try to get a final answer from those who are in that stage, and take out any that are not moving forward. Add tasks in the system to remind yourself to follow up with them, and do it often. If you leave them in there for too long, they will lose interest.

RCF Chicago III: Official audit; Bottom 3 ACQ ||| 

Notes

As I go through the CRM I looked at Kathy Richard in Service Scheduled. I noticed that there are no notes in the system, no tasks have been added, and when I look at the conversation it ended in her not going through with the service. This is an example for you to start working on organizing the system better. Adding notes to her Opportunity would allow someone to quickly see a brief summary of the conversation without having to scroll through the texts, or listen to the calls. Additionally, something I would recommend as the team is getting settled in is if a client gives a direct no, or you can not proceed with service, have them add in a task for you to review. Find out what you can do in order to coach them further, and perhaps even see if you can save it.

I would go through the rest of the CRM and find out what else is in there. The CRM usage doesn't make a lot of sense. There are opportunities in there that should be marked in as lost, opportunities that are in Follow Up with no tasks or notes, opportunities in Estimate Scheduled that appear to have booked service but do not have any notes or tasks, new leads that have been sent messages but are not in Call Attempt #1, opportunities that are in Call Attempt #2 that have only been contacted one time.

This CRM could be turned around massively if you follow the guidelines located in the RCF University, as well as the Skool classroom. The way it stands currently, the marketing funds could start to slow down just based on the above information I gave, and could ultimately lead into probation unless action is taken.

CRM Audit Definitions

ACQ

The ACQ is a composite score of an RCF Member’s ability to deliver estimates + win new clients. 

• See how the ACQ is calculated at RCF University.

TTL

The average number of minutes it takes for an RCF Member to reply to new, inbound sales leads.

CRM Audit

• An official audit of an RCF Member’s CRM (Nurturely+) to ensure good faith and proper use of the software. CRM Audits usually happen 4x throughout the year on a Member’s ACQ Evaluation Date. 

  • There are 3 additional audits conducted each week for the Members with the current lowest ACQ scores. 

    • NOTE: A Member’s account may be audited at any time. 

Overdue Tasks

• # of Overdue Tasks in a Member’s Nurturely+ account

Unprocessed Leads

• # of Opportunities in New Lead stage

Unread Conversations

• # of Unread Conversations in Inbox

No Lead Values

• # of Opportunities in Finder's Fees Pipeline without Lead Value $

No Frequency Tag

• # of Opportunities in Finder's Fees Pipeline without Frequency Tag

Pipeline Size

• # of OPEN, Engaged Opportunities

No Lead Left Behind

Our CRM Audits are pivotal in making sure every lead gets the attention it deserves, enhancing sales efficiency. The audit process is built around the concept that a well-managed sales pipeline is key to successful conversions.

Here's how we do it in Nurturely+:

1. Identify Engaged Opportunities: Count all OPEN opportunities that are in 'Needs Follow Up' stage or beyond in your Leads pipeline. These are your Engaged Opportunities.

2. Audit Criteria & Penalties:

   • Overdue Tasks: You're allowed overdue tasks up to 25% of your Total Engaged Opportunities. 

     1. Any excess incurs a penalty of -3 points per task.

   • Unread Conversations: Similarly, you can have Unread Conversations up to 25% of Engaged Opportunities. 

     1. Exceeding this limit results in -5 points per conversation.

   • Unprocessed Opportunities: Zero tolerance here; each Unprocessed Opportunity costs you -50 points on the CRM Audit.

   • No Lead Values; Estimate Delivered & Beyond: Not having a lead value is a significant oversight, penalized at -25 points each.

   • No Frequency Tag in Finder's Fee Pipeline: The absence of a frequency tag is equally critical, with a -25 point penalty for each occurrence.
     

Remember, these audits are not just about maintaining numbers but ensuring that each and every Opportunity is nurtured & progressed for the best possible sales results. 

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