There are wins and lessons every day we walk agencies through how to do a service autopsy and teach the entire team how to make key decisions.
We recommend agencies do a monthly service autopsy meeting. Similar to the way when a doctor looses a patient they use it as a training opportunity your agency can learn a lot from both the wins and lessons. We recommend you don't always do the losses but combine up on a rotation the wins and lessons.
Common Autopsy Targets 🏹
- Lost Customer
- Cross Sale
- New Sale
- Saving An Account
How It Works 👨💼
You want to actually cross off the clients name and the team members name so there is no bias. If this is too big of a challenge the program will still work!
- Pull Any Recorded Calls if you don't record calls instead outline the scenario in writing or video
- Take screen shots or an export of activities on the account
- Send the documentation to the team to digest before the meeting
- Hold a team meeting
- Have everyone document:
|Areas for Improvement|
From there you can have an indepth conversation to help train your team about what to do in the event they face a similar situation.