We have a long running (kinda sad) joke in the office. Whenever someone says that they forgot to do a particular job, someone will inevitably reply that they should get “some kind of system for that…maybe a CRM.”
There’s always a bit of a sigh and a chuckle…I told you it was a sad joke.
But the root of our vague amusement comes from the idea that, when we forget to do something, it probably is because we didn’t make a note of it in our own CRM system.
It’s easy to do, you’re busy and another call comes in. You tell the person that you will give them a call back and then get back to whatever else you were doing, planning on creating an Activity “in just a second” when you’re a bit less busy.
And then you forget, because you’re busy.
Easy to do, but not very responsible or terribly considerate.
It’s a basic truth that your CRM system is only as good as the data you put into it. If you never create any Activities to keep track of the calls you’ve made, than your system won’t be able to keep you on top of your to-do list or correctly show the interaction history with a particular Contact.
To paraphrase an old quote, it may not be easy to do in the moment, but the solution to managing your Activities is simple—always record your actions.
In real life, this can mean making some small adjustments to your processes or way of working to ensure you have the time to record conversations and tasks.
A suggestion for the above situation, where you don’t make note of a call because you’re in the middle of another task is to let your colleagues know that you need 30 uninterrupted minutes to finish a particular task. Once completed, you won’t feel so rushed and will be able to take that phone, recording the important points of it.
In other situations, you might want to always keep a blank Activity record up, ready to record the next inevitable call.
Or you say to the person on the other end of the phone “bear with me one moment, while I call up your information and make a quick note of your message.” No one is going to mind having to wait a couple seconds if they know that you’re taking their call seriously.
The important thing is that you record the right information at the right time, giving your CRM system the chance to shine.