Assign a CSR to follow up on every estimate you send out, and tie their pay to closed deals. One company grew from $3 million to $8 million revenue by converting a rep into a rehash coordinator focused solely on pushing quotes to closure.
If your customer service representatives want to make more money, do this on every single estimate that you send out as a business, have them do your rehashing. Your salespeople should be following up with their estimates, but usually they get busy and they might follow up once or twice. If you tie an incentive to the rehash program, then your CSR will make more money if they get the estimate closed and you're going to close more estimates. I know this because we helped the company go from 3 million to 8 million. And what we did was we took their CSR and we turned her into their rehash coordinator. Her job was to follow up on every single estimate from the last day and get them across the finish line. That business went from 3 million to 8 million and rehashing was taken care of and they grew their business.
