How to Track Follow-up Communications?

A Contractor University Member recently utilized the Ask-The-Expert Q&A feature within the member dashboard by submitting the following question and received the response below.

Contractor Question:

“I am wondering if you have any recommendations regarding a customer follow-up for unsold estimates system where you can track when technicians have reached out to avoid texting or calling them about every customer.”

Contractor University Expert Response:

“I wouldn’t allow technicians to handle follow-up outside of the first 24 hours—it will always be inconsistent.

A sales rehash desk is better suited once an estimate has been rendered. Sales rehash is tracking it all from that point forward.

If you are allowing your technicians to do follow-up, the key is accountability. Require them to copy the office CSR desk on every communication attempt. That way, the office has visibility and nothing slips through the cracks.”

Contractor University members can click here to log in to their member dashboard and submit a question through the Ask the Expert portal.

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