I got a great question this morning from a client. Her sales team wants to add resident-related activities to REPS but she wasn't sure how to do this without affecting sales-focused conversion rates. Here's my advice:
From my perspective, it is appropriate for the team to add calls and meetings with residents. I feel this way for a few reasons.
As a counselor, I would want “credit” for all the stuff I have to do during the day and that stuff takes up my time.
As a manager, I would want to know exactly how much time my team is spending on that kind of activity. It obviously doesn’t help move a sale forward, so I would want it to be a secondary priority for my team, but I know it has to happen. If my team tracks it, I can see if they’re spending too much time on it (and manage them to spend less time or get them additional resources so they’re not distracted by it).
As a counselor, I would want a place to store my notes so I didn’t forget what happened. REPS is the logical place to put it, since we want our teams in there, in general, and it’s a natural next step since they’re already adding other types of calls and appts.
Now, those things said, if you’re going to put it in REPS, you need to be able to differentiate between resident activity and lead activity. They are a totally different ballgame, in terms of conversion rates; a resident call doesn't, in any direct way, contribute to moving a sale forward and doesn't really tell me much about how effective my team is when it comes to closing a sale. In the codes we typically put in place, we would have:
Call w/ Lead
Call w/ Depositor
Call w/ Resident
Same thing with appointments:
Appt w/ Lead
Appt w/ Depositor
Appt w/ Resident
That way, there’s a place to store the information but it doesn’t get mixed up with the lead-related numbers, which we really care the most about.