Finding a time for a discovery call
Email thread Harcastle Environmental · sales
Mostly scheduling: Lewis Kerr and Nicola Brearley agree a one-hour discovery call for Friday at 11:00. Nicola will bring a senior account manager and sets three topics, starting with what a missed collection looks like to the customer.
What was said
What this says
As at Fri 9 Oct 2026Mostly scheduling: Lewis Kerr and Nicola Brearley agree a one-hour discovery call for Friday at 11:00. Nicola will bring a senior account manager and sets three topics, starting with what a missed collection looks like to the customer.
Ask: Lewis wanted an hour to understand how account managers work across collections, complaints and invoices. Nicola picked Friday at 11:00 and Lewis confirmed it.
Customer view: Nicola is engaged and specific. She wants the call to cover the customer's view of a missed collection, how long it takes to assemble one customer's picture, and who owns the fix.
Next: Lewis builds the call around her three points and asks her to have one recent complaint ready with depot and round.
The thread
Updated 9 Oct 26Messages
Lewis Kerr 7 Jan 2025 14:12Hello Nicola, Thank you for taking the time to reply to my introduction last week. I'd like to get a discovery call in the diary so that I can understand how your account managers currently work across collections, complaints and invoices, and what you would want to see in one place. It would take about an hour. I can offer Thursday at 10:00 or 14:00, or Friday at 11:00. If it is easier to bring a colleague from the account management side, please do, as I would rather hear from the people who use the systems day to day. Could you let me know which of those suits? I'll send an invitation as soon as we have agreed. Kind regards, Lewis Lewis Kerr Account Executive, BG-Demo
Nicola Brearley 8 Jan 2025 15:38Hi Lewis, Thanks for this. Thursday is out for me, we have a review of the week's worst rounds and I can't move it. Friday at 11:00 works. I'll bring one of my senior account managers, because she is the one who gets the angry calls. For the discussion it would help to think about three things: what a missed collection looks like from the customer's side, how long it takes us today to pull the whole picture for one customer, and who owns the fix when a complaint comes in. Which depot, which round? That is always the first question I get asked, so I'd like to see how you would handle it. Is an hour enough, do you think? I'd rather not rush it. Thanks, Nicola- Lewis Kerr 8 Jan 2025 18:08Hello Nicola, Friday at 11:00 is confirmed, and I'll send the invitation tonight. An hour is enough, and I'll keep a little time free after it in case the conversation runs on. I'll structure the call around your three points, starting with the customer's view of a missed collection. If you can have one recent complaint in mind, with the depot and round, we can walk through where that information sits today. You don't need to prepare anything formal. I'll make notes and send them over afterwards. Kind regards, Lewis