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Customer Visit Reports - What should a Customer Visit Report look like?

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customer visit report, forms and templates (general)
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  Post Number #1  
Old 11th July 2006, 11:57 AM
tony wardle's Avatar
tony wardle

 
 
Total Posts: 60
Thank You! Customer Visit Reports - What should a Customer Visit Report look like?

It appears that our sales team visit customers, but exatly what is done at those interviews is amystery. Does anyone have an example of what a visit report should look like?

Many Thanks

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  Post Number #2  
Old 11th July 2006, 12:13 PM
Coury Ferguson's Avatar
Coury Ferguson

 
 
Total Posts: 4,322
Re: Customer Visit Reports

Quote:
In Reply to Parent Post by tony wardle

It appears that our sales team visit customers, but exatly what is done at those interviews is amystery. Does anyone have an example of what a visit report should look like?

Many Thanks
What do they currently use to document the trip (if they do it at all)? I have seen many different forms used. Usually they identify who was talked to, and any concerns/issues that the Customer has.

Coury Ferguson
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  Post Number #3  
Old 11th July 2006, 12:18 PM
ralphsulser's Avatar
ralphsulser

 
 
Total Posts: 1,573
Re: Customer Visit Reports

Usually anytime a customer is visisted a report is generated. I have experience in quality management and sales management. Sales reps used to document their visits on a "Call Report", and I wrote a full report after my visits. Examples includes such info as:
Who contacted
Date-m/d/y( some people forget to do this basic need)
Reason for visit-routine, problem, new business, customer requested, etc.
Specific product or service subject-
What discussed-
What customer wanted/needed-info, disposition, quote, plans
Conclusions-if any
Recommendations-
Actions required-
Follow up timing-
Anything else that needs reported
  Post Number #4  
Old 11th July 2006, 12:46 PM
barbt

 
 
Total Posts: 63
Re: Customer Visit Reports

Quote:
In Reply to Parent Post by tony wardle

It appears that our sales team visit customers, but exatly what is done at those interviews is amystery. Does anyone have an example of what a visit report should look like?

Many Thanks
Tony,
we have found that free form visit reports submitted with the expense reports are very very effective. In order to recoup any money paid out, anyone visiting the customer must submit something in writing about the visit.- and I used say it didn't matter if it came in on a napkin... Over the past 2 years, I have found that the visit reports are becoming more and more substantial of their own accord, without my having had to force any kind of format on anyone. . These visit reports are shared, - and have become more informative over time. The technical people focus on the design details and issues, whereas those in a sales role tend to dwell on more strategic and political subjects. It helps that the President of the organization also sumits and circulates information about his visits with our customers. Being free form, the specific information important to the participants in the meetings is communicated. Anyone with an expense report is under the gun to share information. - it works.
good luck,
Barb
  Post Number #5  
Old 11th July 2006, 01:18 PM
little__cee's Avatar
little__cee

 
 
Total Posts: 297
Re: Customer Visit Reports

Our form is pretty generic, but here it is. The "w/e" is for "week ending" which is how we file just about everything around here.
Attached Files: 1. Scan for viruses before using, 2. Please report any 'bad' files by Reporting this post, 3. Use at your Own Risk.
File Type: doc Customer Call Report.doc (20.0 KB, 1294 views)
Thanks to little__cee for your informative Post and/or Attachment!
  Post Number #6  
Old 11th July 2006, 01:39 PM
Coury Ferguson's Avatar
Coury Ferguson

 
 
Total Posts: 4,322
Re: Customer Visit Reports

Quote:
In Reply to Parent Post by little__cee

Our form is pretty generic, but here it is. The "w/e" is for "week ending" which is how we file just about everything around here.

Good form even being generic. It seems to address issues that could/or have been discussed with the Customer.

Coury Ferguson
  Post Number #7  
Old 12th July 2006, 04:51 AM
tony wardle's Avatar
tony wardle

 
 
Total Posts: 60
Re: Customer Visit Reports - What should a Customer Visit Report look like?

Thanks for the comments - Coury - yep your right "if at all" sums our sales rabbits up. The David Copperfield trick I need to pull off now is to get these guys to do the reports.
Thanks to tony wardle for your informative Post and/or Attachment!
  Post Number #8  
Old 12th July 2006, 08:50 AM
Baldrick's Avatar
Baldrick

 
 
Total Posts: 112
Re: Customer Visit Reports - What should a Customer Visit Report look like?

It isn't always easy to do, but I found in the past that if you can reduce portions of your assessment down to "tick the box" responses, you will get a greatly improved response rate. However you do it, make the form as easy to complete as possible and that should help - including keeping it simple and brief wherever possible. Don't do as some do, and record pages of information that will sit in a file gathering dust.

Also, why not stick a metric on your sales guys? Try "%age of visit reports filed within 3 days of visit" or something like that. Then send it to their boss. Just as a courtesy, you understand...

One more recommendation - to help you decide what to include on your form, why not accompany the sales guy on his next visit? You'll get a better feel for the process and the sort of things that are discussed.
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