Bottom 3 ACQ

Date

August 12th, 2024

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Data

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

Feedback

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

Notes

Tiffany, just so I do not repeat myself from the last time we had to go through a Bottom 3 ACQ score, I wanted to start by saying the amount of notes and how consistent it is in here is pretty spectacular. They are always so detailed with everything someone would need to know.

What I believe could be a small miss though, and forgive me if you are already doing this, is following up faster than a week after sending out the estimate. I know everyone is different in their operations, but I can promise a week after delivering an estimate is going to be too long. Keeping them engaged after speaking with them is so crucial. People make their minds up a LOT faster than that. I can give you an example. Today, I needed to get a quote for a window pane. I called 3 places. The first one did not answer. The second one was rude. The third one asked me a bunch of questions and came in with an offer that sounded great. I made my mind up right then and there to go with them.

When you get a request, it is going to be slightly similar. While I understand cleaning is a lot more intimate than buying glass for a window, the process is the same. Even if the answer is no, get that no from the client as soon as possible so you aren't wasting any more time with them.

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

The biggest thing you can implement right now is getting to your leads faster. As I opened up your CRM I noticed 3 new leads in there that have been in from over the weekend. Immediately get them moved over when you get in on Monday.

The CRM still needs to be cleaned up. You have open opportunities that can be changed to lost, there are no tasks in the follow up stage, you have opportunities in estimate scheduled that looks like you need to have marked won because they booked the service with you, there are some in the wrong call attempt column, and you have 27 unread messages.

If you want to get out of the bottom 3 at all, the simplest thing you can do is build out better habits for organizing your CRM. If you make it look like the wild west it is going to be tough to win and start moving forward in the RCF Program.

What can we do to help make this service better for you and get you moving in the right direction so you can start to see more revenue?

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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