Hollins Tarrant / BB-Demo – Check In
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Hollins Tarrant: documents · 2025-06-09 15:00
Marcus Bell told Jenna Price that active use and questions asked had dipped on the quarter, while connectors and refresh are healthy. Jenna said it is a habit issue, parked saved questions until July, and expects Rob to ask what the firm gets.
What was said
What this says
Current to 10 Oct 26Marcus Bell told Jenna Price that active use and questions asked had dipped on the quarter, while connectors and refresh are healthy. Jenna said it is a habit issue, parked saved questions until July, and expects Rob to ask what the firm gets.
What happened: Marcus walked Jenna through the quarter. Active use and questions asked were down, with connectors loading and nothing stale. Jenna put the dip down to people being out on client work.
Customer view: Jenna said it was not the system. She asked to park saved questions until July because she lacked the head space.
Commercial: The Starter order form runs to the start of next January, and Tom will be in touch nearer the time. Rob will ask what the firm is getting, and Marcus promised a one-page summary and an honest account of the dip.
Watch: Use is concentrated in two or three regulars, and the sponsor is Rob, who was not on the call. The evidence does not show Rob's role or his view of value.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell to revisit saved questions and the team session with Jenna in July.
- Marcus Bell to prepare a one-page value summary, including the dip, before the renewal conversation.
Risks
Current to 9 Oct 26- Active use and questions asked fell on the quarter, leaving Rob a weak value story ahead of the Starter renewal.
- Use rests on two or three regulars, and Jenna has little capacity to drive adoption.
Opportunities
Current to 9 Oct 26- Saved questions on stale clients and open pipeline match what Rob keeps asking for and could lift use.
Transcript
Marcus Bell NoneAfternoon, Jenna. Can you hear me? I'm just getting my screen up. I've got the numbers for the last quarter and I'd like to go through them together.
Jenna Price NoneAfternoon, Marcus. Sorry, I'm late, I was on with a client and it overran. Yes, I can hear you fine.- Marcus Bell NoneNo worries. How's your week been?
- Jenna Price NoneHectic, to be honest. The team's stretched and a couple of people have been out. Sorry for the slow reply to your email, by the way.
- Marcus Bell NoneNot at all. Right, I'll be straight about it, the numbers are a bit different this time. Active use has dipped on the quarter before. Still about two or three regulars, but a little lower than it was in the spring. Questions asked have come down along with it.
- Jenna Price NoneYes. I'm not surprised. A few of the people who used it most have been out on client work, and I've not been in there as much myself, if I'm honest.
- Marcus Bell NoneThat makes sense, and I don't want to read too much into one quarter. The good news is the connectors are all loading, the refresh is landing on time, and nothing's gone stale. So the brain's there and healthy, it's more about how often people reach for it.
- Jenna Price NoneYes. It's not the system. It's us, really. We get busy and fall back on how we did things before.
- Marcus Bell NoneThat's a common pattern. Can I ask what would make it easier to pick up? Is there a particular question the team would want an answer to every Monday, say?
- Jenna Price NoneHm. Probably which clients we haven't spoken to for a while, and what's open on the pipeline. That's what Rob keeps asking me for.
- Marcus Bell NoneBoth of those are exactly what it does well. One option is I set up a couple of saved questions for you, so it's one click rather than typing. Would that save you time?
- Jenna Price NoneIt might, yes. But can we park it until July? I honestly don't have the head space at the moment.
- Marcus Bell NoneOf course. I'll put a note in the diary for July and come back to you then. No pressure in the meantime.
- Jenna Price NoneThanks, Marcus. I appreciate that.
- Marcus Bell NoneOn tickets, there was one in the last month. It was handled, but I'd like to check it's closed to your satisfaction. Is everything working as you'd expect?
- Jenna Price NoneYes, I think so. It was the one I raised, and as far as I know it's sorted. If it isn't I'll tell you.
- Marcus Bell NoneGood. Please do, and copy me. Now, a quick word on the contract. You're on Starter, with the order form running to the start of next January. Tom will be in touch nearer the time. I just want you to have it in your head, so there's no surprise.
- Jenna Price NoneYes, I know. Rob will ask me about it, he always does. He'll want to know what we're getting.
- Marcus Bell NoneUnderstood. I'll put the one-page summary together before then, with what the team has actually found out using it. And I'll be straightforward with the dip, so he's not seeing it for the first time.
- Jenna Price NoneThanks. That helps. I'd rather he heard it from you, honestly. He listens to you.
- Marcus Bell NoneFair enough. So, to sum up. I'll leave it until July for the saved questions and the team session, I'll send you a short note of what we agreed, and you tell me if anything changes in the meantime.
- Jenna Price NoneThat's perfect. Sorry again for being late and a bit scattered.
- Marcus Bell NoneYou're fine, Jenna. Thanks for making the time. Speak soon. Thanks, Marcus.