This document discusses best practices for responding to customer leads in a timely manner. It recommends sending an automated email acknowledging the lead within 30 minutes, followed by a personalized email within 20 minutes of the next business day to directly answer the customer's questions and set up a phone call. The phone call should provide additional information to the customer and try to schedule a dealership appointment. Confirmation of the appointment should then be sent by email. The document emphasizes that timely, personalized communications and delivering value to the customer at each interaction are important for converting leads into sales.
Nothing really to do with time, but rather solutionism and one of its cures.
Back by popular demand. Seriously this was the email, "Thanks for an amazing session, again please." In this session we will use real partner-suggested examples of how to not provide an answer, but instead have a deeper more valuable conversation with a customer. If you sign up for this session, you must be willing to submit examples ahead of time so that Ed Kless, Sage senior director of partner development and strategy, can do less prep work, er, insert them into the presentation.
Nothing really to do with time, but rather solutionism and one of its cures.
Back by popular demand. Seriously this was the email, "Thanks for an amazing session, again please." In this session we will use real partner-suggested examples of how to not provide an answer, but instead have a deeper more valuable conversation with a customer. If you sign up for this session, you must be willing to submit examples ahead of time so that Ed Kless, Sage senior director of partner development and strategy, can do less prep work, er, insert them into the presentation.
Counting What Counts in Contact Centers - Call Quality MonitoringHilario Fiandeiro
With ‘Call Quality Monitoring (CQM)’, we need to be spending much MORE time obsessing about how we can improve each customer conversation and much LESS time haggling about the validity and fairness of CQM scores.
This slide deck highlights what's wrong with CQM in our call centres and suggests how to fix It!
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
First call resolution is the home run of call center measurements, but most people still don't do a very good job of understanding it and measuring it in an actionable way. This presentation will give you an introduction to the concepts and soem ideas for how you can start to measure things.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
Our research report delivers the results of our 9th annual research on call quality programs. The Ascent Group conducted research during the 2nd quarter of 2010 to better understand how companies are monitoring call quality and other customer transactions. We asked companies to share their call monitoring experiences to help us identify the practices that make or break a quality monitoring process. We also asked them to provide their plans moving forward as well as lessons learned along the way.
Detailed case studies featuring companies examine current monitoring practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to "big wins".
How to Price Recurring Revenue Services in Your Mobile App BusinessKumulos
This presentation explorex pricing options that lets you right-size services to the individual needs of your clients and build in healthy profit margins for you.
Business Owners will learn:
How to make sure you’re not leaving money on the table and selling yourself cheap, while giving scope for upselling in the future.
Commercial Managers will learn:
How to position and sell recurring revenue services to differentiate your company so you win more mobile app projects and lock in recurring revenue services from day one.
A leading source of online benchmarks and a pioneer in Service Desk benchmarking, identifies and defines the seven most important performance metrics for end-user Service Desks. They provide benchmark ranges for these metrics, and offer a creative approach for combining these metrics into a single, all-inclusive measure of Service Desk performance.
Speech Analytics: Increase collections while reducing compliance riskCallMiner Inc.
Debt collectors are challenged to maximize revenue collection while remaining compliant, and treating consumers fairly and with respect. Speech Analytics can help ensure agents are effective and compliant and that consumer data is protected.
Mastering the Direct Sales Model for ISVs - Dreamforce 2012 - 9/20Salesforce Partners
Selling subscriptions in the cloud requires different strategies and tactics, as compared to traditional software sales. Join us to hear directly from our own sales team as they discuss important topics like actionable web marketing, lead qualification, lead conversion, nurturing email strategies, and more. This session is primarily for marketing managers, sales professionals, and sales operations
Step by Step details of how I recruited 5,000 loan originators and builders, Realtors to refer over 67,000 closed customers in 8 Years for over $27,000,000 Revenue
About Scoreinc.com
Scoreinc.com, Inc., headquarter in Mayaguez Puerto Rico USA, with offices in Mobile Alabama, is a leading provider of services to the derogatory credit sector of the financial service industry through its Scoreway® Software Solution and credit report accuracy dispute services. The Scoreway® platform provides an end-to-end management solution that helps the companies that we serve manage the credit review and dispute process and to improve controls and profitability. Scoreinc.com services an ever growing list of mortgage company’s, banks, credit unions, Realtors®, builders and credit service organizations through its innovative technology and credit report accuracy service. Contact Score for more information at 877-876-5921 or by visiting the following pages:
www.scoreinc.com
Credit Repair Merchant Services: http://www.scoreinc.com/getting-paid.php
Fair Debt Collection Practices
http://www.scoreinc.com/fdcpa.php
Credit Repair Business Training http://www.scoreinc.com/members.php
Credit Repair Software:
http://www.scoreinc.com/software.php
Credit Repair Solutions:
http://www.scoreinc.com/score-way.php
For most retailers, once the clock strikes midnight on Black Friday, they will constantly be racing against an unforgiving clock to solve every holiday customer question. This is why there is no better time of year than to pull out all of the stops to make sure every agent is as fast and productive as possible.
Click here for 100 FREE Flex Hours from Desk.com - just in time for the Holidays: http://bit.ly/HolidayRush2013
Counting What Counts in Contact Centers - Call Quality MonitoringHilario Fiandeiro
With ‘Call Quality Monitoring (CQM)’, we need to be spending much MORE time obsessing about how we can improve each customer conversation and much LESS time haggling about the validity and fairness of CQM scores.
This slide deck highlights what's wrong with CQM in our call centres and suggests how to fix It!
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
First call resolution is the home run of call center measurements, but most people still don't do a very good job of understanding it and measuring it in an actionable way. This presentation will give you an introduction to the concepts and soem ideas for how you can start to measure things.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
Our research report delivers the results of our 9th annual research on call quality programs. The Ascent Group conducted research during the 2nd quarter of 2010 to better understand how companies are monitoring call quality and other customer transactions. We asked companies to share their call monitoring experiences to help us identify the practices that make or break a quality monitoring process. We also asked them to provide their plans moving forward as well as lessons learned along the way.
Detailed case studies featuring companies examine current monitoring practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to "big wins".
How to Price Recurring Revenue Services in Your Mobile App BusinessKumulos
This presentation explorex pricing options that lets you right-size services to the individual needs of your clients and build in healthy profit margins for you.
Business Owners will learn:
How to make sure you’re not leaving money on the table and selling yourself cheap, while giving scope for upselling in the future.
Commercial Managers will learn:
How to position and sell recurring revenue services to differentiate your company so you win more mobile app projects and lock in recurring revenue services from day one.
A leading source of online benchmarks and a pioneer in Service Desk benchmarking, identifies and defines the seven most important performance metrics for end-user Service Desks. They provide benchmark ranges for these metrics, and offer a creative approach for combining these metrics into a single, all-inclusive measure of Service Desk performance.
Speech Analytics: Increase collections while reducing compliance riskCallMiner Inc.
Debt collectors are challenged to maximize revenue collection while remaining compliant, and treating consumers fairly and with respect. Speech Analytics can help ensure agents are effective and compliant and that consumer data is protected.
Mastering the Direct Sales Model for ISVs - Dreamforce 2012 - 9/20Salesforce Partners
Selling subscriptions in the cloud requires different strategies and tactics, as compared to traditional software sales. Join us to hear directly from our own sales team as they discuss important topics like actionable web marketing, lead qualification, lead conversion, nurturing email strategies, and more. This session is primarily for marketing managers, sales professionals, and sales operations
Step by Step details of how I recruited 5,000 loan originators and builders, Realtors to refer over 67,000 closed customers in 8 Years for over $27,000,000 Revenue
About Scoreinc.com
Scoreinc.com, Inc., headquarter in Mayaguez Puerto Rico USA, with offices in Mobile Alabama, is a leading provider of services to the derogatory credit sector of the financial service industry through its Scoreway® Software Solution and credit report accuracy dispute services. The Scoreway® platform provides an end-to-end management solution that helps the companies that we serve manage the credit review and dispute process and to improve controls and profitability. Scoreinc.com services an ever growing list of mortgage company’s, banks, credit unions, Realtors®, builders and credit service organizations through its innovative technology and credit report accuracy service. Contact Score for more information at 877-876-5921 or by visiting the following pages:
www.scoreinc.com
Credit Repair Merchant Services: http://www.scoreinc.com/getting-paid.php
Fair Debt Collection Practices
http://www.scoreinc.com/fdcpa.php
Credit Repair Business Training http://www.scoreinc.com/members.php
Credit Repair Software:
http://www.scoreinc.com/software.php
Credit Repair Solutions:
http://www.scoreinc.com/score-way.php
For most retailers, once the clock strikes midnight on Black Friday, they will constantly be racing against an unforgiving clock to solve every holiday customer question. This is why there is no better time of year than to pull out all of the stops to make sure every agent is as fast and productive as possible.
Click here for 100 FREE Flex Hours from Desk.com - just in time for the Holidays: http://bit.ly/HolidayRush2013
Is customer centricity just another management fad? Globally, companies are investing more than USD 10 billion annually to drive customer centric transformations, yet four in five are left unsatisfied.
Google Display Marketing Jargon BusterRalph Paglia
Google Display Marketing Jargon Buster provides definitions and explanations of various buzzwords thrown about so effortlessly by sales reps, trainers and presenters.
Comprehensive program for Agricultural Finance, the Automotive Sector, and Empowerment . We will define the full scope and provide a detailed two-week plan for identifying strategic partners in each area within Limpopo, including target areas.:
1. Agricultural : Supporting Primary and Secondary Agriculture
• Scope: Provide support solutions to enhance agricultural productivity and sustainability.
• Target Areas: Polokwane, Tzaneen, Thohoyandou, Makhado, and Giyani.
2. Automotive Sector: Partnerships with Mechanics and Panel Beater Shops
• Scope: Develop collaborations with automotive service providers to improve service quality and business operations.
• Target Areas: Polokwane, Lephalale, Mokopane, Phalaborwa, and Bela-Bela.
3. Empowerment : Focusing on Women Empowerment
• Scope: Provide business support support and training to women-owned businesses, promoting economic inclusion.
• Target Areas: Polokwane, Thohoyandou, Musina, Burgersfort, and Louis Trichardt.
We will also prioritize Industrial Economic Zone areas and their priorities.
Sign up on https://profilesmes.online/welcome/
To be eligible:
1. You must have a registered business and operate in Limpopo
2. Generate revenue
3. Sectors : Agriculture ( primary and secondary) and Automative
Women and Youth are encouraged to apply even if you don't fall in those sectors.
𝘼𝙣𝙩𝙞𝙦𝙪𝙚 𝙋𝙡𝙖𝙨𝙩𝙞𝙘 𝙏𝙧𝙖𝙙𝙚𝙧𝙨 𝙞𝙨 𝙫𝙚𝙧𝙮 𝙛𝙖𝙢𝙤𝙪𝙨 𝙛𝙤𝙧 𝙢𝙖𝙣𝙪𝙛𝙖𝙘𝙩𝙪𝙧𝙞𝙣𝙜 𝙩𝙝𝙚𝙞𝙧 𝙥𝙧𝙤𝙙𝙪𝙘𝙩𝙨. 𝙒𝙚 𝙝𝙖𝙫𝙚 𝙖𝙡𝙡 𝙩𝙝𝙚 𝙥𝙡𝙖𝙨𝙩𝙞𝙘 𝙜𝙧𝙖𝙣𝙪𝙡𝙚𝙨 𝙪𝙨𝙚𝙙 𝙞𝙣 𝙖𝙪𝙩𝙤𝙢𝙤𝙩𝙞𝙫𝙚 𝙖𝙣𝙙 𝙖𝙪𝙩𝙤 𝙥𝙖𝙧𝙩𝙨 𝙖𝙣𝙙 𝙖𝙡𝙡 𝙩𝙝𝙚 𝙛𝙖𝙢𝙤𝙪𝙨 𝙘𝙤𝙢𝙥𝙖𝙣𝙞𝙚𝙨 𝙗𝙪𝙮 𝙩𝙝𝙚 𝙜𝙧𝙖𝙣𝙪𝙡𝙚𝙨 𝙛𝙧𝙤𝙢 𝙪𝙨.
Over the 10 years, we have gained a strong foothold in the market due to our range's high quality, competitive prices, and time-lined delivery schedules.
Fleet management these days is next to impossible without connected vehicle solutions. Why? Well, fleet trackers and accompanying connected vehicle management solutions tend to offer quite a few hard-to-ignore benefits to fleet managers and businesses alike. Let’s check them out!
Why Is Your BMW X3 Hood Not Responding To Release CommandsDart Auto
Experiencing difficulty opening your BMW X3's hood? This guide explores potential issues like mechanical obstruction, hood release mechanism failure, electrical problems, and emergency release malfunctions. Troubleshooting tips include basic checks, clearing obstructions, applying pressure, and using the emergency release.
Symptoms like intermittent starting and key recognition errors signal potential problems with your Mercedes’ EIS. Use diagnostic steps like error code checks and spare key tests. Professional diagnosis and solutions like EIS replacement ensure safe driving. Consult a qualified technician for accurate diagnosis and repair.
5 Warning Signs Your BMW's Intelligent Battery Sensor Needs AttentionBertini's German Motors
IBS monitors and manages your BMW’s battery performance. If it malfunctions, you will have to deal with an array of electrical issues in your vehicle. Recognize warning signs like dimming headlights, frequent battery replacements, and electrical malfunctions to address potential IBS issues promptly.
What Does the PARKTRONIC Inoperative, See Owner's Manual Message Mean for You...Autohaus Service and Sales
Learn what "PARKTRONIC Inoperative, See Owner's Manual" means for your Mercedes-Benz. This message indicates a malfunction in the parking assistance system, potentially due to sensor issues or electrical faults. Prompt attention is crucial to ensure safety and functionality. Follow steps outlined for diagnosis and repair in the owner's manual.
Your VW's camshaft position sensor is crucial for engine performance. Signs of failure include engine misfires, difficulty starting, stalling at low speeds, reduced fuel efficiency, and the check engine light. Prompt inspection and replacement can prevent further damage and keep your VW running smoothly.
Learn why monitoring your Mercedes' Exhaust Back Pressure (EBP) sensor is crucial. Understand its role in engine performance and emission reduction. Discover five warning signs of EBP sensor failure, from loss of power to increased emissions. Take action promptly to avoid costly repairs and maintain your Mercedes' reliability and efficiency.
What Are The Immediate Steps To Take When The VW Temperature Light Starts Fla...Import Motorworks
Learn how to respond when the red temperature light flashes in your VW with this presentation. From checking coolant levels to seeking professional help, follow these steps promptly to prevent engine damage and ensure safety on the road.
Ever been troubled by the blinking sign and didn’t know what to do?
Here’s a handy guide to dashboard symbols so that you’ll never be confused again!
Save them for later and save the trouble!
In this presentation, we have discussed a very important feature of BMW X5 cars… the Comfort Access. Things that can significantly limit its functionality. And things that you can try to restore the functionality of such a convenient feature of your vehicle.
What Could Cause The Headlights On Your Porsche 911 To Stop WorkingLancer Service
Discover why your Porsche 911 headlights might flicker out unexpectedly. From aging bulbs to electrical gremlins and moisture mishaps, we're delving into the reasons behind the blackout. Stay tuned to illuminate the road ahead and ensure your lights shine bright for safer journeys.
What Could Cause The Headlights On Your Porsche 911 To Stop Working
Tas lead mgmnt process
1. Lead Response ProcessLead Response Process
Opportunity Management
What turns business
opportunities into results?
2. Lead Response ProcessLead Response Process
TIPSTIPS
StrategicStrategic
eBusinesseBusiness
VisionVision
What WE Do!What WE Do!What WE Do!What WE Do!
3. Lead Response ProcessLead Response Process
Principles:Principles:
Time honored guidelinesTime honored guidelines
that are immune tothat are immune to
conditions,conditions,
trends and changingtrends and changing
variables.variables.
6. Dealership Receives
Lead
Dealership’s ISM or ISR writes a
Customized E-mail response using
a pre-designed template and sends
to customer within 30 minutes of
receiving lead
Business
Hours
Internet
Sales Rep
E-mail
Contact
No
response
To E-mail
Reached
By
E-mail
E-mail
24 Hours
Later
E-mail
Closure
5th
Day
Reached
By
Phone
Not Reached
By
Phone
Internet
Sales
Process
Voice Mail
30 Minutes
Later
Schedule
Appointment
Delivery
E-mail
24 Hours
Later
E-mail 5
Days
Later
Phone
Contact
Auto
Responder
Lead Response
Flow Chart
Example
Cyber Car process trainingCyber Car process training
and consulting is designed toand consulting is designed to
provide dealers with the skillsprovide dealers with the skills
& tools that can be used to& tools that can be used to
execute these processes…execute these processes…
And more!And more!
Internet
Sales
Process
Internet
Sales Rep
Internet
Administrator
Voice Mail
48 Hours
later
After
Hours
7. Lead Response ProcessLead Response Process
Key Concept:Key Concept:
Full timeFull time efforteffort = Full time= Full time resultsresults
Part timePart time efforteffort = Part time= Part time resultsresults
8. Lead Response ProcessLead Response Process
The Customer’s Buying PROCESSThe Customer’s Buying PROCESS
vs. Dealership Follow-upvs. Dealership Follow-up
What is wrong with this picture?What is wrong with this picture?
Buying Cycle:Buying Cycle:
Initial Request to DeliveryInitial Request to Delivery
Dealership Follow-upDealership Follow-up
CommunicationsCommunications
3 Days3 Days
(35%)(35%)
3 Months3 Months
(25%)(25%)
3 Weeks3 Weeks
(40%)(40%)
3 Days3 Days
(85%)(85%)
3 Months3 Months
(5%)(5%)
3 Weeks3 Weeks
(10%)(10%)
9. Lead Response ProcessLead Response Process
Time FromTime From Initial Information RequestInitial Information Request to Saleto Sale
15,000+ Information Requests Tracked for 6 Months15,000+ Information Requests Tracked for 6 Months
2.5%
31.0%31.0%
15.4%
8.2%
5.8% 4.6% 3.9% 3.8%
24.8%24.8%
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
SameSame
DayDay
1 2 3 4 5 6 7 AfterAfter
77thth
WeekWeekWEEKSWEEKS
Do we have follow-up communication processes that keepDo we have follow-up communication processes that keep
us in contact with the 51% who purchase after 2 weeks?us in contact with the 51% who purchase after 2 weeks?
The difference between a 7% and a 14% Closing Ratio!The difference between a 7% and a 14% Closing Ratio!
10. Lead Response ProcessLead Response Process
7-12 Week Average Buying Cycle*
33
MonthsMonths
Product
Research
33
WeeksWeeks
Request Price
Quotes &
Information
33
DaysDays
Selects Dealer
& Takes
Delivery
Would you like more information from your dealer (availability & quotes)?Would you like more information from your dealer (availability & quotes)?
Are you Serious?
We DoWe Do
Nothing?Nothing?
Sunday Lot Visitor
*J.D.Powers Market research
Trade-In Estimates Price & Availability
Relationship Development Window of OpportunityRelationship Development Window of Opportunity
11. Lead Response ProcessLead Response Process
Customers who want to driveCustomers who want to drive Before they BuyBefore they Buy
Do we factor this into our Inquiry Management PROCESS?Do we factor this into our Inquiry Management PROCESS?
92% of Customers who request information92% of Customers who request information
Want to drive the vehicle beforeWant to drive the vehicle before
they sign deal documentsthey sign deal documents
Will buy without
driving (8%)
Want to drive
before they buy
(92%)
12. Lead Response ProcessLead Response Process
Where are the vehicles thatWhere are the vehicles that
Customers build on web sites?Customers build on web sites?
Does our Sales PROCESS consider this factor?Does our Sales PROCESS consider this factor?
35%35%
In stockIn stock
15% Must15% Must
be Orderedbe Ordered
40%40%
LocateLocate
AvailableAvailable
10%10%
Do not existDo not exist
13. Lead Response ProcessLead Response Process
18%18%
InflexibleInflexible
82%82%
Consider AlternativesConsider Alternatives
Customers willing to consider alternative vehiclesCustomers willing to consider alternative vehicles
Does our Sales PROCESS includeDoes our Sales PROCESS include
presentation of alternatives and choices?presentation of alternatives and choices?
14. Lead Response ProcessLead Response Process
Closing Ratio on Leads Received byClosing Ratio on Leads Received by
Personalized Response TimePersonalized Response Time
Does our PROCESS recognize this factor?
Close%Close%
0 1 2 3 6 12 24 48 720 1 2 3 6 12 24 48 72
Response Time ( hours )Response Time ( hours )
15. Lead Response ProcessLead Response Process
Closing % by Level of Contact AchievedClosing % by Level of Contact Achieved
PROCESS Results by Communication Methods
Close%Close%
AutoAuto
e-maile-mail
PersonalPersonal
E-mailE-mail
Face to FaceFace to FacePhonePhone
18. Lead Response ProcessLead Response Process
HowHow is ouris our process designedprocess designed??
(face
How can
you get from
(keyboard to
keyboard)
face)?
To…
to
(Ear
Ear)?
to
Then…
19. Lead Response ProcessLead Response Process
““eBusiness PROCESS 101”eBusiness PROCESS 101”
1.1. Automated Email Reply acknowledging receipt ofAutomated Email Reply acknowledging receipt of
requestrequest
2.2. Personalized EmailPersonalized Email within 20 minuteswithin 20 minutes ofof
business day that answers specific informationbusiness day that answers specific information
request by customer, provides quotes on severalrequest by customer, provides quotes on several
cars and sets the stage for a follow-up telephonecars and sets the stage for a follow-up telephone
callcall THAT DAY!THAT DAY!
3.3. Successful Phone Call to customer thatSuccessful Phone Call to customer that
establishes a personalized relationship andestablishes a personalized relationship and
results in an appointmentresults in an appointment
4.4. Appointment Confirmation by EmailAppointment Confirmation by Email andand
20. Lead Response ProcessLead Response Process
ConflictConflict oror
ChemistryChemistry
CommunicationsCommunications has onlyhas only
twotwo possible outcomespossible outcomes
21. Lead Response ProcessLead Response Process
PerceptionsPerceptions
EmotionsEmotions
AttitudesAttitudes
EnvironmentEnvironment
BeliefsBeliefs
Past
Events
Past
Events
22. Lead Response ProcessLead Response Process
DistractionsDistractions
Agenda AnxietyAgenda Anxiety
TimeTime
Preconceived NotionsPreconceived Notions
Four Obstacles to Good
Communication
23. Lead Response ProcessLead Response Process
““Communication Rules 101”Communication Rules 101”
1.1. Manage the customer’s expectations by informingManage the customer’s expectations by informing
them about what to expect… In the beginning, rightthem about what to expect… In the beginning, right
up front!up front!
2.2. Deliver the information that the customer requests,Deliver the information that the customer requests,
because if we don’t, they will look elsewhere forbecause if we don’t, they will look elsewhere for
their answers.their answers.
3.3. Deliver PERCEIVED VALUE every time youDeliver PERCEIVED VALUE every time you
communicate with a customer…communicate with a customer… No Value = NoNo Value = No
ResponseResponse
4.4. Use multiple channels to make sure the customerUse multiple channels to make sure the customer
“Gets The Message”“Gets The Message” (Email, Phone, Snail-Mail &(Email, Phone, Snail-Mail &
24. Lead Response ProcessLead Response Process
After sending an email that
responds DIRECTLY to
customer’s inquiry, sets
stage for phone call and
has value, we make Initial
Customer Telephone
Contact designed to get an
appointment and/or
acquire better information
for follow-up processes
28. Lead Response ProcessLead Response Process
ALWAYS put yourALWAYS put your
telephone number intelephone number in
the subject line!the subject line!
29. Lead Response ProcessLead Response Process
Use Tables to displayUse Tables to display
information in ainformation in a
professional and easy toprofessional and easy to
understand mannerunderstand manner
30. Lead Response ProcessLead Response Process
Use Links to deliverUse Links to deliver
“Shortcuts” to customers in“Shortcuts” to customers in
your email messages thatyour email messages that
direct them to online resourcesdirect them to online resources
Editor's Notes
The TIPS Strategic Vision basically works like a giant funnel that scoops up market share in your region and then processes customers with a comprehensive plan that results in long-term loyal lifetime customers.
This is an example of a “Lead response” flow chart that a TAS Catalyst designed for one of our dealers… This was used during the planning stage so that we would have a “blueprint” of what was we being implemented when we put our plan into action. By documenting each step of the process we create a “song sheet” that is easily referred to by all members of your team so that everyone knows what the plan of action is and what they are supposed to be doing!