For an RSM / RCM, call reporting refers to the answering of service questions that a client is asking to be answered. A few examples of questions a client may
- Were you successful in completing the reset?
- Were all of the POS materials placed?
- How many units of item X were stocked?
- Did the store location have display X and Y already setup?
- How many shelves did X section contain?
The client wants to know these answers as it ensures the objectives they asked you to complete were actually completed. This is basically your 3rd major job responsibility as an RSM / RCM!
- Complete objectives for the client.
- Show the client you completed the objectives via photos.
- Show the client you completed the objectives via your call report answers.
To be successful as an RSM / RCM, your call reporting MUST be 100% complete and accurate! Why is this important?
- Your call report information is reviewed directly by the client who hired your company to gather that information.
- If any information is incomplete, inaccurate, or falsified, your company’s relationship with that client could be put in serious jeopardy.
- Perception is everything! - one bad apple could ruin it for the whole company!
Here are some tips to help you in delivering top-notch call reporting for the clients & customers you complete services for:
- Have your visit instructions and any other service related documents with you in-store. You never want to guess on what you need to do, nor forget an objective.
- Stay on top of your company emails and voicemails. If service objectives get updated, you’ll need to be aware prior to completing.
- Ask questions if unsure prior to leaving the store. Reach out to your manager if confused on any tasks. If there is an issue that you need assistance from the store on, locate a manager
instead of assuming on what the store would like you to do.
- Take your time when filling out your call report. This will help you avoid reporting errors / mistakes.
- Double-check your reported information. Make sure you have provided all information requested and that it’s 100% complete and accurate.
- Pay close attention to terminology, (IE: If the questions asks for units, enter the number in units, not cases, and visa versa).
- Utilize comment boxes. If there is important information that you need to inform the client about, use any comment boxes provided to give that information. They will appreciate it!