Will Kelly walks through a phone intake script that captures six data points, including how callers heard about the business. He says agents need to repeat it for 21 calls before it becomes habit, so you can track which sources actually bring in sales.
Are you tracking how these leads are coming in? No, not in any meaningful way. No. When a customer calls, if you need to set up a sales script on your phone or this is my calendar and it's all color coded on like what I have to do, this is how important this is. If you need to put the six questions here, name, phone number, address, email, how they heard about us. Every time the phone rings, you ask those same questions again. Once you do it 21 times, it'll build that habit that is very, very important. So that way every lead that comes in, we know exact, exactly where it's coming from. So that way we can make data driven decisions. That would be the first thing to fix the sales process for sure.
