You regularly use a team sales tool and you are struggling to get the most out of it. There is either too much information, not easy, you don’t know where the note comes from or the context in which your colleague wrote it? How about learning once and for all the best practices to take the perfect note! Let’s get started!
To get us in the mood, here are some examples of notes I’ve seen in various client files. Maybe you’ll recognize them?
I’ll call back, she’s not here. Not interested. (Did you talk to her or not?)
He’s in the office. So she tells me everything is ok. Transferred to Danny for ordering when he calls (What would he like to order and why wasn’t the order taken over the phone?)
The secretary is very difficult. Paul is back at 2pm. Do not call back, but try another approach on the next call. (What should I do?)
I need to call back on a specific date. (No note on when to call back?)
Take a perfect note in a CRM: Note the date and who to call at all times
Computers are imperfect because humans design them. So, think about the possible bugs. Yes, technically, most CRMs allow you to track who made the calls according to the user, but what happens if your system has bugs, if the re-import into another tool gets out of hand, or if a newcomer to the team doesn’t use the right access? How will you track the information?
I advise you to always start your notes with (caller’s name year-month-day). It will seem longer, but it will be very useful in case of a problem.
Take a perfect note in a CRM in 3 steps (who I talked to, what happened and what I need to do)
For a note to be useful, it must be written for the person who will be reading it, not the person writing it. We need to know if we need to talk to a secretary before we communicate with our contact. We need to know what happened and most importantly, what our next step was. A note like this usually only takes one to two lines, but will save you from searching for information during your follow-ups.
- Depersonalize the note as much as possible
Don’t talk about your interviewer’s accent or verbal tic. You never know how far that information will go. This is not your diary. Whether the comment is positive or negative, personal notes about your state of consciousness or your perception of people have no place in a shared work tool, so avoid notes that address the following points
- The origin or accent of the interlocutor
- Your empathy or impatience with the other person
- Comments about appearance, physical attractiveness or sexual orientation
- Subjective notes on all of the above
- Write down the words in full
Even voice mail notes need precise words. It is necessary to be as precise as possible at all times. Not all of your colleagues will understand your ABS (Absent) or your VM (VoiceMail) or your LM (leave-message) or even your RPT (call back later). The French language is one of the most precise in the world. Take advantage of it.
See also our article that will help you choose the best CRM for your business
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