The foundation of successful scheduling is organization. Knowing what needs to be done and -- equally as important -- what has already been done, is paramount to your business. Having a clear plan of what your clients and prospects need will keep your business consistently growing.
But how do you regulate the needs of 4,000 unique contacts? What kinds of steps do you have in place to make sure no one falls through the cracks?
Enter the all-important database. Knowing how to master it can make the difference between growing or losing business.1. Reminders
Utilize the reminders section of your database. If a client says, “Call me back in six weeks,” create a reminder to do it so that you don’t forget. And don’t fall into the “I’ll do it later,” trap. Schedule the reminder right then and there (or call you internal to have her do it) so that it doesn’t slip your mind.2. Navigation
Learn all of the shortcuts through your database. When you’re digging through multiple thousands of names, knowing how to look up and sort by certain criteria can really speed up your work. Are there keystrokes you can learn to quickly find a certain city or last name? What’s the fastest way you can see your top 50 producers? Learning how to move around efficiently will cut down on time and frustration.3. Note Everything
Every call, every conversation is important. Even if it’s just a “No, not interested,” followed by a click, it’s imperative to know where you left off when you last spoke to a client or prospect. When you’re making calls, make sure to note every. single. conversation. Your future self will thank you when you’re making calls again in a couple of months and you that your biggest prospect said, “Would like to meet for lunch the next time I’m in town.”
4. Scheduling Preferences
All your clients are unique – they all run their practices differently and knowing these differences can make you stand out in the crowd of phone calls they receive every day. Designate a special field in your database to noting how and when they like to take their meetings. It doesn’t have to be too detailed…just enough that you know what you’re talking about when you’re calling. “Only meets on Wednesdays,” or “Keep 1-1 meetings to 30 min or less” are perfect reminders for how to best approach your clients.
Executive Scheduling Associates understands the power of the database. That’s why every client we work with gets his or her own custom database. While it may be possible for us to work directly in your database, having our own has several advantages.
Using our own databases means we can train our schedulers on exactly how to use it. There’s no ramp-up period on learning the ins-and-outs of a new system. Navigation, shortcuts and keystrokes that cut down on aimless searching are big parts of our 45-day training period.
We also train on standardized noting, so that every database reads the same and, in the event of an emergency, can be understood by anyone who is given access to work your account in place of your regular scheduler. We make sure all of our notes contain the same four pieces of information: Why we are calling, for which dates, who we spoke with and what the outcome was. This means that client contact history is easy to follow and readily available the next time we call.
Finally, we take notes on your clients’ scheduling preferences. We won’t bother to call for a morning meeting if we know they will only meet in the afternoon. Likewise, we keep information like their favorite restaurant or sports team so that we (and you) can always have that personal touch.
Stay organized and stay in touch with a strong database. ESA can help.
Tell us your favorite database tip in the comments below.