POSTED FOR JOE CAPILLO
Stef, here's my take on your question:
Under my system, you would return to the board in the same position PROVIDED that you could show me evidence that you had contacted (followed up) with that be-back customer in the interim between her last visit and this one. If the customer asked for you, that's a good thing, and your reward would be getting back in the original position. Be-Backs should be counted as UPS because every time one comes in, the company has to provide them with a salesperson - so a "new" opportunity cannot be had during that time. Once any customer leaves the store without buying, we never know whether they'll "be back". If you did no follow up, in my world it's anyone's customer unless they specifically ask for you.
the reality is that new, first-time customers on a new furniture-buying project buy 10% of the time while be-backs returning on the same project buy 75% of the time. You should be trying to get as many be-backs as you can, and you do this by doing the right things the first time, and doing things right by following up with everyone.
The way you see this problem is the problem.
Joe Capillo
Top Line Strategies