Follow-ups: late ones first, and nothing left hanging
A follow-up is a date, a time and a reason to call one lead again. This lesson shows how to work the list every day, and how the four rules make follow-ups so that nobody has to remember.
- Read the four numbers on top of the Follow-ups app.
- Close a follow-up with a call, move it, or give it to someone else.
- Add a follow-up by hand from a lead’s page.
- Switch the four Automations rules on or off and set their numbers.
Step by step
Callers see their own follow-ups. The owner and managers see everyone’s. Accounts open very soon. The steps below are the screens as they are built today.
- Open Follow-upsThe app opens on Today with four numbers: Due today, Late, Done today and Coming this week.
- Start with LateThe chips are Late, Today, Tomorrow, This week and Done. Open Late first. Each row shows the Lead, When, Why, Owner, Made by and Status.
- Call, then log the callAfter the call press Log call on the row. Answer What happened?, pick the Stage and set the Next follow-up. The quick picks are In 1 hour, Tomorrow 11 am, In 3 days and Next week. Fill in Why and press Save call. The call closes the follow-up it answers.
- Move what you cannot doPress Move on a row. Pick a New time. A manager also sees Give to another caller. A follow-up nobody did for 24 hours shows Late for a day in red on the manager’s screen.
- Add one by handOn a lead’s page press Add follow-up. Fill in When and Why, then press Add follow-up. The lead’s page lists Waiting follow-ups, each with Done and Move.
- Switch on the rulesOpen the Automations app. Four rules each have a switch: Not picked up: try again, New lead: first call, Balance fee reminder, and Stop after calls nobody picked up. Three of them have a number you set: minutes, days, or calls in a row.
- Watch the teamOn the manager’s Follow-ups screen a table shows each caller’s Upcoming, Late, Done and Cancelled. The Owner box filters the list to one person.
Screens shown with the demo company, Disha Career Academy in Surat.
Good habits and common mistakes
- Always fill in Why. “Balance fee” tells the next caller more than a time does.
- Clear the Late chip before lunch, every day.
- Keep the rule Not picked up: try again switched on. It makes tomorrow’s follow-up by itself.
- Pressing Done on a waiting follow-up without calling. The lead’s history then shows no call.
- Picking a time that has already passed. The portal asks for a time in the future.
- Switching on Stop after calls nobody picked up without telling the team. After the count you set, the lead closes as Lost.
- Leaving a caller’s late follow-ups for days instead of moving them to someone who is in.
Asked about this lesson
What happens when nobody picks up?
With the rule on, a follow-up is made for the next day at the time set in Settings, and a lead in the first stage moves to Not picking up. The caller can still pick another time.
Can a call be saved with no next follow-up?
Not while the lead stays in an open stage. A call is saved with a next follow-up, or as Won, or as Lost with a reason.
How do I tell a follow-up made by a rule from one a caller made?
The Made by column says Schedule for a follow-up that a rule made.
Do the rules decide anything on their own?
No. They are fixed rules. Each one does what its sentence says, and you can switch it off.