By Geoff Hampton
Let’s review this opportunity in detail:
1. Who takes these calls?
If your business is not utilizing a stand- alone membership department then you are losing more opportunities than you think.
2. Of those who take these calls, what is their level of training?
Even a stand alone membership department who does not fully understand what these opportunities represent, or who misunderstand how important words and information on the phone are miss many opportunities to convert these callers to members.
3. What is your businesses bench marked expectation of performance in taking membership calls?
4. Do you accurately track performance?
You’d be surprised how many businesses use loose analysis and non- quantifiable information to evaluate performance in membership calls to appointments.
5. Do you use an actual word track or do representatives “wing it”?
Here are a couple of examples of performance and the difference between average performance and maximum performance:
You don’t know what you don’t know until you know…you know?