Three sales leaders discuss how to recover lost leads through structured rehash programs. One company runs next-day quality-assurance calls after every appointment, then sends a senior rep to value-engineer deals that junior reps couldn't close. Another built a separate asset-recovery department with its own scripts and management, treating leads as a core asset rather than waste.
We're in the process of building a rehash or inside sales playbook. My question for you is, what's worked, what hasn't worked, and what kind of expectations should we have for a rehash rep?
We had what we called a revisit program, and every appointment got a phone call from our call center the day after the appointment to do a quality assurance call, whether it was a sale demo, no sale, no demo reported as a no demo. And then you call up and find out that they did get a price, you know, because sales reps want to play games sometimes. Oh, once in a while. So it isn't so, though. So it happens. And so you got to manage that. And in the— if it was a demo, no sale, you know, the question, you know, the script of questions, and one of them is You know, when you think you'll be making your final decision and, you know, are we still a consideration? And it leads to a con— if we are, it leads to a conversation where we'd like to come back out, send a senior sales rep out, take a look at your project, see if we can value engineer it. Okay. We had a lot of newer sales reps. Sometimes they didn't convey the trust or the confidence that a customer Sometimes they didn't understand the payment plan. Sometimes there was ways to really, we never promised a lower price. We promised an opportunity to revalue or value engineer the project. And you know, it got us back in the door and it recovered some marketing costs when we sold those jobs.
Yeah, I would add that doing a recovery program, we call it an asset recovery program, right? Because your leads are your greatest asset other than the people. In your business. And my best advice is just to stay at it. With us, we built it out as an entirely separate department, completely separate from our call center, whole different area of our company and our building. Separate scripting, it's managed separately. It's almost like a separate business because your salespeople, to be a little graphic about it, it's like a, they're like a horse. And the horse doesn't want to eat hay, it wants to eat fresh oats. The good leads, right? And those oats pass through that horse and come out the back end. All right, well, we're going to take that manure, wash it down, and take those oats and run it back through that horse. That's my best description of a recovery program.
