We talk to our users all the time and they have shared with us many of their ingenious ways of using all the CallPlease Customizations to tailor CallPlease to their operations, otherwise called Practice Management. EOS® (Entrepreneurial Operating System®) Implementers have a pretty specific set of activities and ways of working with Assistants, making them excellent candidates for CallPlease.
For an EOSi, CallPlease can be the communications trafficking hub that make it possible for Implementers to know, at a glance, the status of dozens of work streams and, perhaps most importantly, what needs their attention next. The team that supports the Implementer can be certain that the Implementer knows exactly what is most important and urgent to be addressed in the breaks during a session day, moving everything forward faster and more smoothly.
What CallPlease does for EOS Implementers
Using some of these configuration tips, EOS Implementers are able to work with their Assistants to maintain large networks of Connectors and long lists of prospects and customers without using and configuring a CRM that is more than they need and less focused on their processes. They also have a much easier time taking advantage of breaks during session days by having easy, fast access to the most impactful calls to make or interactions to have. For busy Integrators, CallPlease offers a number of benefits for practice management:
- A central place for all the information and business process that are part of the Assistance Track
- Management of business development process
- Management of client management process
- Managing the flow of information and tasks between the Integrator and Assistants
- Automatic reminders and notifications keep everyone on task
- Automatic timestamping of activities creating a reliable record of client history
As a general note, many users who use CallPlease to help with workflow, follow one or more of a few strategies to determine how best to use the toolset:
- Only put things on the list(s) that you can’t get done NOW. Very much like the L-10 agenda, they use CallPlease for things that require others to have visibility or oversight to your tasks. For example, your practice likely has a Standard Operating Procedure (SOP) for preparing for a Focus Day. A mature practice can depend on all the team members doing their part of the SOP.
- When you are adding new people to the practice in support roles, you may want to have ALL the tasks added to the logs
These are the roles that Integrator customers support and enable with CallPlease and how they are configured:
- Integrator is configured as an Executive. The Executive account can be configured to integrate with Office365 or Google Contact databases to keep everyone in sync on the Integrators contacts.
- Operations Assistant(s): Operations assistants often take care of tasks like templated communications, session room preparation, travel arrangements and invoicing. The Operations Assistant should be added as an Assistant assigned to the Integrator but with an Interactive Shared Log specific for his or her tasks. This way the Integrator and Assistant have access to each other’s logs. It also allows for multiple assistants to share the role. Assistants can also support multiple Integrators equally well.
- BizDev Assistant(s): These assistants can be added either as assistants or as Execs, depending how your workflow operates. Most often, you will want this person to be an Assistant in CallPlease so they can access and update the Integrator’s call log and help manage
Calling the lists of calls and tasks Call Logs comes out of our history of serving primarily to capture phone call activity, but the tool set continues to evolve to support other types of tasks. There are lots of ways of using Shared Call Logs in CallPlease. Using Shared Call Logs for different parts of an EOS business allows for more compartmentalizing™ of accountability and To Dos as the business grows and evolves. Each Call Log (even though many of the tasks are not calls, we still call them that from our history) has it’s own set of Call Actions (business process steps that can be applied to represent current status or what has to happen next) and Call Tags (markers to subdivide calls and tasks in a log, making it easier focus on the most urgent and important things).
The Implementer will have a personal log, but the key to making this effective is to keep things on this list that need to be addressed in the near term. Some Implementers prefer only Today’s actions, others prefer This Week’s actions. A long list is not helpful unless it can be sorted to match priorities for the next available moment.
This should be set-up as an Interactive Shared Log and anyone the interacts with potential clients should be members. Tags in this log can parallel the EOS business development stages, or your preferred business process.
Once clients move into Focus Day™, there will still be need to make certain communications are delivered, arrangements are made and needs are met. Tags in this log often label types of communications that need to happen or where clients are in their journey.
Like an Issues list for your Daily Meeting, the Stack is part of the Assistance Track and can be easily implemented. This can either be an Interactive Shared Log or a Queue Log. The difference between the two is that Queue logs aren’t meant to hold items, they are meant to Queue items for distribution to other work loads, lining up pretty well with what The Stack is supposed to be. By default, there are very few actions you can take around a Queue Log so you stay focused on moving through this list quickly.
Some Implementers (and many other CallPlease users) have started using a Parking Lot or Not Now log as a place to store things that aren’t going to be addressed in the current time frame (this week, this month, this quarter – it’s a personal preference). A Queue Log is sufficient here. You can set timers on when to reconsider items here by creating a Review This Call Action. Clients that are in an Annual Only status may have a reminder posted here to begin the arrangements for the next 2-day event.
Customizing Call Actions is the most powerful way of utilizing the workflow functionality in CallPlease. All of these can be adjusted to accommodate how you think about your workflow. The tutorial on configuring and creating Call Actions is here
- Add a Call actions are the actions used to add someone or a task to the list.
- Write a letter for book
- Send. Book
- VTH Call
- Schedule 90
- Schedule Session Day
- Executive Actions are those workflow elements that happen after a Contact is on the Log
- Left Voicemail
- Send Book
- Follow-up on Book
Call Tags are particularly useful when you have a lot of items on your log.
- Tags for BizDev Stages: The standard EOS™ business development process provides a way of managing lists of companies at various letter stages. Each letter can also be a tag: #D, #C
- Connectors: It’s pretty common to have tags to differentiate between the stages of the Connector relationship: #ConnectorConversation #ProspectConnector.
- To help the Integrator manage the calls and tasks on her list, some have adopted using tags for the days of the week – meaning “this must be done by” dates. The Integrator who suggested this tactic used it to plan their “5 calls a day” for the week. If they got more time during the day and could knock off some of tomorrow’s calls, all the better. If something has to be done on a given day, you can set the call time with a Call Action with a reminder.
A Day in the life of an Implementer on CallPlease
There are a couple of times during an Implementer’s week where CallPlease becomes particularly helpful.
Daily with the Assistants
Each morning when the Implementer meets with the Assistants for their quick meeting, they can review The Stack, moving each item into the appropriate list with notes and applying Actions that make the next step clear.
Breaks During Session Days
Every good Implementer knows they have to get their calls in every day to maintain their business development funnel and happy clients. CallPlease can be the one place an Implementer goes when they have 5 minutes that they want to make productive. With a mobile app that provides all the same compartmentalizing features as the web, full histories of interactions and advancement of the client, and one-click to dial, a tiny break in the action of a session day can be very productive.
Buffer Days can be days for catching up on Business Development calls and tasks or IDS™ sessions with Assistants to make certain Operations and Business development are progressing. These are also good days to plan on reviewing the Parking Lot to see what should be moved forward for next week’s agenda.
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