Following Up in the CRM
Our CRM is a Google Sheet plus WhatsApp, and it works because everyone follows the same rules. The tool is simple on purpose; the discipline is the system.
The client sheet
Section titled “The client sheet”One row per person. The columns:
| Column | What goes there |
|---|---|
| Name and phone | As they gave it, matching their ID when they become a client |
| What they bought, or what they were interested in | Product, in plain words |
| Last contact | Date and what happened |
| Next contact | Date and what you owe them |
The rule: every lead goes in the sheet the same day. From a festival table, from Facebook, from a referral call. Same day, no exceptions.
The follow-up cadence
Section titled “The follow-up cadence”New leads:
- Call within a day, while they are warm.
- No answer? Text the same day.
- Try again in three days, then in a week.
- After three tries, mark them cold. They stay in the sheet. Cold is a status, not a delete.
Existing clients:
- A text on the policy anniversary.
- A touch when their kids turn eighteen; that is a conversation about the kid’s own policy.
[CONFIRMAR: whether the anniversary text is automated or sent by hand today.]
The Monday review
Section titled “The Monday review”Marisol owns the sheet. Agents update their own rows; Marisol reviews the whole sheet every Monday morning. That review is sacred. It is where the ones going quiet get caught before they go cold.
Next step
Section titled “Next step”A follow-up that turns into an appointment goes back to the sales process. A close comes back here with its next touch set.