Bottom 3 ACQ

Date

July 22nd, 2024

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Data

Analyzed by: Kyle Ackerman ||| [email protected]

Feedback

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

Observations:

• Strengths:

  • Excellent management of Tasks & New Leads.

  • No (0) missing lead values or frequency tags in WON clients, indicating strong data entry practices.

• Areas for Improvement:

  • Significant number of unread conversations (24).

Recommendations:

1. Unread Conversations:

   • Dedicated Time Blocks: Allocate specific time each day for team members to review and respond to unread conversations to ensure timely communication.

   • Automated Alerts: Set up CRM alerts to notify team members of unread conversations that are older than 24 hours.

   • Weekly Reviews: Conduct daily reviews of unread conversations to identify any recurring issues or patterns.

Action Item(s):

1. Improve ACQ before July 28th, 2024 or Membership will be indefinitely expelled from The RCF. No exceptions.

Notes

Another tough note to write here. Today is July 22nd and we're coming up on July 28th (Riverside's Official ACQ Evaluation date). Being in the Bottom 3 ACQ Report typically (but not always) means a negative ACQ. If there's a negative ACQ on the Official ACQ Evaluation date, the Member's Program Standing with The RCF is penalized. As of today, RCF Riverside's ACQ is -189 & their Program Standing is Probation. A negative ACQ on evaluation day would mean indefinite program expulsion of this Membership. There's been a glaring warning for months now with almost no urgency shown.

It's time for The RCF to move on from this one.

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

Observations:

• Strengths:

  • Good overall management with no overdue tasks, unprocessed leads, or missing lead values and frequency tags.

• Areas for Improvement:

  • Five unread conversations, which, although fewer than Riverside, still need attention to maintain high engagement levels.

Recommendations:

1. Unread Conversations:

   • Regular Check-ins: Set up daily check-ins to ensure all conversations are read and responded to promptly.

Follow-Up Questions:

1. None

Notes

RCF Seattle has shown incredible traction in the very first few weeks of Membership. As explained in RCF University, the Controlled Ramp Period is fully intentional and is not designed to blow the brakes off right out of the gate. Here at The RCF, we take things a bit slower to give our relationship the best shot at lasting a lifetime. This CRM is being managed exceptionally well and the pipeline itself is growing. After just 24 days in the program, we've got 20 engaged prospects in the pipeline. Momentum only begins to build from here.

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

Observations:

• Strengths:

  • No overdue tasks, unread conversations, or missing lead values and frequency tags.

• Areas for Improvement:

  • Presence of three unprocessed leads, which is critical and significantly affects the overall performance.

  • Failing the CRM audit indicates potential gaps in understanding or implementing CRM processes.

Recommendations:

1. Unprocessed Leads:

   • Immediate Processing: Implement a rule to process all new leads within 24 hours. Assign a dedicated team member to monitor and ensure compliance.

   • Automated Workflow: Use CRM automation to create tasks for new leads, prompting immediate action and follow-up.

Follow-Up Questions:

1. Unprocessed Leads: Can you provide more details on why the unprocessed leads were not addressed promptly? Are there specific bottlenecks in the process?

2. Audit Understanding: Does the team fully understand the audit criteria and their importance? Would additional training on these aspects be beneficial?

3. Support Needed: What kind of support or resources do you need to ensure all leads are processed in a timely manner?

Notes

RCF Grenada is delivering estimates with a ferocity never seen before. However, it's coming at a fatal cost. By sending out our estimates via text after receiving a brand new quote request, we haven't given ourselves a chance to build the value that our service truly provides. By just sending over that pricing in a simple text, we make ourselves seem more like a commodity instead of a premium, luxury service. A person needs to have a conversation with us to understand just how premium we really are here.

Try to set up more phone conversations with your prospects.

Go into great detail about what separates you from every other cleaning company in the area. Gracefully sell yourself so that they'll truly understand the premium value you already offer. Most people will not accept your pricing. But that's ok! We're on the hunt for the high-quality clients who are willing (and excited) to pay their invoices on time, every time. These folks understand our value and never want to let it go. These are the people we are after here.

Try to have more of those phone conversations and watch your conversion rate improve. :)

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 Value in Finder's Fee Pipeline: 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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