Our best salesperson left, and the customers stopped replying
Common situation · Sales & CRMA situation we are often asked to help with. Many owners live with it for years because it feels like part of running a business. If it sounds like yours, here is what is usually behind it and how we fix it.
What you might be noticing
- •Customer details live in someone’s phone, notebook, or WhatsApp.
- •When someone leaves or goes on leave, deals and relationships stall.
- •You can’t tell what was promised to a customer last month.
What is usually going on underneath
The relationship is held by a person, not by the business, because there is no shared record of conversations, quotes, and follow-ups.
How we fix it
1
Put every contact in one place
Every enquiry and customer goes into one shared record, whichever channel it came from.
2
Record the conversation, not just the contact
Calls, quotes, promises, and next steps are logged against the customer, so context survives a change of person.
3
Hand over by design
Accounts have owners, and reminders and follow-ups move with the account, not with a phone.