Grisedale Search & Selection / BB-Demo – Check In
Callcompleted
Grisedale Search & Selection: documents · 2024-09-27 11:00
Lauren Pilkington says daily use is nearly four people, up from about two, after a Monday checklist habit. No tickets and refreshes on time. She wants a scheduled report but is wary of prompting Stuart about cost.
What was said
What this says
Current to 11 Oct 26Lauren Pilkington says daily use is nearly four people, up from about two, after a Monday checklist habit. No tickets and refreshes on time. She wants a scheduled report but is wary of prompting Stuart about cost.
What happened: Marcus Bell's check-in on 27 Sep 2024 showed nearly four people active on an average day, up from about two. Lauren put it down to the Monday checklist line and some peer competition.
Customer view: Lauren is pleased and says the questions now cover client history and who last spoke to a named contact. She wants a nudge on clients gone quiet, and a tip sheet for the consultants.
Commercial: A scheduled report would need the dashboards builder, which is on the tier above her plan. Lauren chose to wait rather than raise it, because she does not want Stuart asking what it costs.
Watch: 15 users are licensed and use is nowhere near the ceiling. She said it may get closer if the growth continues.
Themes
Current to 9 Oct 26Theme
Adoption rising, dashboards question
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell to send the ten-minute tip sheet early the following week.
- Book a 30-minute check-in in a couple of months to confirm use is holding.
Risks
Current to 9 Oct 26- Lauren is keeping the dashboards question from Stuart, so price sensitivity at the top is untested.
Opportunities
Current to 9 Oct 26- A scheduled clients-gone-quiet report would need the dashboards builder on the next tier up.
- Growing daily use could approach the 15 licensed users.
Transcript
Lauren Pilkington NoneMorning Marcus! Sorry, quick one before we start, one of the consultants wants to know if she can see which clients have gone quiet. Not complaints, just no contact for a while. I said I'd ask you.
Marcus Bell NoneMorning Lauren. Happy to jump on that, and yes, we'll get to it. How's your Friday going?- Lauren Pilkington NoneNot bad, bit hectic. It's one of those weeks where everybody's got a candidate in the final stage and nobody's sure who's calling who.
- Marcus Bell NoneSounds about right for this time of year. Right, I'll share my screen. What I wanted to cover is just a short look at how things have gone since the review last month, and then anything you want to raise. Can you see it?
- Lauren Pilkington NoneYep, I can see a graph.
- Marcus Bell NoneThat's the one. I've pulled the numbers and I'm really pleased with them, to be honest. Do you remember on the last call it was about two people on a normal day?
- Lauren Pilkington NoneYeah, it was embarrassing a bit.
- Marcus Bell NoneNot at all. It's now nearly four on an average day, and compared to the quarter before that's up a good chunk, well over a third. So the consultants who were added are actually using it.
- Lauren Pilkington NoneOh, that's brilliant. That's the Monday checklist, I reckon. Stuart made a big thing of it in the Friday huddle and then I put a line in the checklist. People do what's on the list.
- Marcus Bell NoneThat'd be my guess too. It's a good lesson. The tool didn't change, the habit did.
- Lauren Pilkington NoneHa, yes. Honestly I think a few of them got a bit competitive. One of them asked the brain something and then told everyone how fast it was. That did more than I did.
- Marcus Bell NonePeer pressure, the best kind. Can I show you the sort of questions they've been asking? There's a bit more variety than before. Still the open roles ones, but now there's a lot about client history, and who last spoke to a named contact.
- Lauren Pilkington NoneThat's the stuff! That's what they used to ring round the office for. Who spoke to the finance director at that firm in Leeds, and nobody remembers.
- Marcus Bell NoneExactly. Now, your consultant's question. Clients gone quiet. Let me show you. In search you can ask something like which clients have we not had any contact with recently, and it'll go off the emails and CRM notes and list them. It's only as good as what's been logged, so it'll be a guide rather than a certainty.
- Lauren Pilkington NoneRight, that's fine. A guide is plenty. She just wants a nudge on who to ring. Can you do that on a schedule? So it just turns up on a Monday?
- Marcus Bell NoneNot as a scheduled report on your plan. That bit would sit in the dashboards builder, which is on the next tier up. I'm not going to push you into that, I'd just say it as it is. For now, if somebody asks it each Monday, it takes ten seconds.
- Lauren Pilkington NoneTen seconds is fine. Who'd I speak to about the dashboards, in case Stuart gets excited?
- Marcus Bell NoneThat'd be Priya Raman, she's your account owner. I'm happy to pass on the question if you like. But I'd wait and see if the Monday question does the job first.
- Lauren Pilkington NoneGood plan. I don't want to give Stuart a reason to start asking what it costs.
- Marcus Bell NoneHa, understood. Anything else on usage? I'll just say the other bits are all fine. You've had no tickets this month, nothing stuck, and the nightly refresh has been landing on time.
- Lauren Pilkington NoneYeah, nothing's gone wrong that I know of. Nadia said it's all been quiet on her side too.
- Marcus Bell NoneGreat. And on the users, you've got 15 licensed, and with nearly four active on a typical day you're nowhere near the ceiling, so there's no pressure there.
- Lauren Pilkington NoneOkay. Although if it keeps going we might start to get closer. I'll keep an eye.
- Marcus Bell NoneThat's all I'd ask. Let me know if you're getting near it and we'll talk. Is there anything that's annoying people? Anything that's been a bit awkward or that they've given up on?
- Lauren Pilkington NoneHmm. A couple of them said the answers can be a bit long. And one thing, she asked about a candidate and it gave her client stuff. I think she phrased it badly.
- Marcus Bell NoneThat's useful, thank you. The phrasing thing is common. If you name the client or role in the question it does better. I could do a ten-minute tip sheet for them if that helps. Short, with three or four examples.
- Lauren Pilkington NoneYes please, that'd save us hours of me explaining it. Ta.
- Marcus Bell NoneDone. I'll get it over to you early next week. So, to sum up: it's nice progress, the habit is working, I'll send the tip sheet, and you'll keep the Monday question going. Anything else from your side?
- Lauren Pilkington NoneNo, I think that's it. This was really good, thanks Marcus. Stuart will be pleased, I'll tell him it's up.
- Marcus Bell NonePlease do. Shall we book 30 minutes again in a couple of months, just to see it's still holding?
- Lauren Pilkington NoneYes, go on. Speak soon. Ta, Marcus.
- Marcus Bell NoneThanks Lauren. Speak soon, have a good weekend.
Callsmade from