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:
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 customer wanted/needed-info, disposition, quote, plans
Follow up timing-
Anything else that needs reported
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?
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.
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.