CRM
Never drop a promise or a follow-up
Your CRM tracks what was promised in both directions and reminds you at the right moment.
Nothing builds trust like keeping promises, and nothing burns it like forgetting them. Your CRM has two tools that make follow-through easier: commitments and reminders.
Commitments: promises tracked both ways
A commitment is a specific promised action, in either direction. "We'll send the proposal by Friday" is your commitment. "I'll review it and get back to you next week" is theirs. Your CRM records who promised what, with a due date when one was mentioned.
Commitments come from three places:
- Call debriefs. Talk through a call for a minute and the promises made on it are tracked automatically. See Call Debrief.
- Customer emails. When Customer Service handles a new email from one of your contacts, it also reads your recent emails with that person and records any promises made on either side.
- Your CRM assistant. Tell the CRM assistant things like "track that I owe Maria a proposal by Friday," or ask "what are my open commitments with Maria?" It can also mark them resolved when a promise is kept.
Open commitments for a contact appear in your meeting-prep brief before you talk to them, split into what you promised and what they promised. Meeting prep works from your connected Google Calendar: when a meeting's guest matches one of your contacts, the brief shows on your CRM dashboard shortly before the meeting and in your meeting prep email. You walk into the conversation knowing exactly what is owed on both sides.
Reminders: a nudge at the right moment
For anything time-based, set a reminder. On a contact's record, click Remind Me, pick the date and time, and write the message. You can also just tell your CRM assistant "remind me to follow up with Dana in two weeks."
When the reminder comes due, your CRM emails you the message along with who or what it relates to, a contact, a deal, or a task, with a link back into the CRM.
Repeatable checklists
If your business runs the same steps for every new client, you may be looking for a saved checklist of tasks. There is no screen yet for creating one. Until there is, use Automations to create the individual tasks you need when a trigger fires.
Why it matters
Memory does not scale. These tools mean the promises and the timing live in the system, so your follow-through stays reliable even on your busiest week.