How to Make your Team Prospect with Operating Rhythms and Calendar Invites (Shay Keeler @ CaptivateIQ)

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1. 14:13

   most important ones to fix first. But then my guess is you're letting your VP or CRO or whoever else needs to know that these are the things that I know exist. And publicly I'm saying it's okay that they exist for now. It is not okay that these other three things exist right now, right? “And so you're shielding your team from a lot of the barrage and the noise of the things” that need to be fixed in the future. So they can focus on only doing three things, right? So Shay, I'm curious for you, can you talk to me about like, how do you actually communicate these three things to your team? Are you baking them into rhythms? Are you doing a big quarterly kickoff? How does this go from whiteboard to your brain to your team's brain?

   In Reply triage and prioritization

2. 15:53

   things that you're working on right now with hey we're trying to help you understand how to do next steps you can do that forever right how do you know when it's done? I would say when it becomes like a natural habit for people so like they say it takes 30 days to create a habit sometimes you have to go back to it but once you like see the “behavioral change and you could listen to 10 calls and hear every rep ask for a next” step it's like okay great they probably don't need me to keep talking about this because we're making good progress but we might have to come back to it in the future. I don't know if a lot of this stuff is ever done I think a lot of top reps actually forget the basics and that's when you have to like bring them back but yeah so I don't know if a lot of it's ever done but you do have to change or you're going to have reps disengage

   In Call review coaching

3. 17:12

   get reps to do it so let's pick the prospecting example let's say your reps are putting up the zero dial specials every night what do you do to change that behavior over the course of a quarter so I think it starts with setting a clear expectation so hey the expectation is and “like map it out you need to make 50 dials and they need to be like connected to a prospect you” need to add 30 people into a sequence and I want you to have no overdue tasks at the end of every week those would be like really simple basics right and I will literally put in their calendar what they need to do it's like Monday you need to send 10 emails and I will follow up with them and

   In Outbound activity targets

4. 17:38

   week those would be like really simple basics right and I will literally put in their calendar what they need to do it's like Monday you need to send 10 emails and I will follow up with them and I will check them throughout that process or have my managers do that and so we had what we called “an operating rhythm at outreach every day there was a certain prospecting expectation it was” marked out in the calendar everyone knew what the expectation was and they would get held accountable to it then I think it's once you have that and it's everyone's line it's great you know what I'm expecting of you then the why hey you're never gonna hit your number without prospecting

   In Outbound activity targets

5. 18:34

   it and then I think comes in like the relentless accountability like I don't want to call one of my top reps and ask them like hey why didn't you hit your prospecting dials for the day but I have to do that that's my job as a leader and so I would just pick up the phone hey Mark I'm confused you had two hours here and you what's going on did you get to your quickie dials I already know “the answer he's like oh no Shay you know I got super busy okay great so by end of day we can get” to 50 completed dials fabulous go and I'll connect it to something about them I know you really want to buy that house and in order for you to buy that house you need to do this and I like always leave it on a high note and make it about them and then send them on their way and then you know at the end of the day I'm going to check that and I'll put a little note like check Connors metrics and

   In Outbound activity targets

6. 19:32

   so to push on that like how do you handle this because so it's almost Christmas time and I'm about to get 12 days of dialed excuse gifts from Santa Claus and it's going to be everything from people don't pick up during the holidays it's a lot of no-shows I have to work my deals so they “and what I would do is I would literally just pull up my old outreach reports” and I would be like hey when I was the first rep at pave I was dialing in the basement while trying to hire you you prick look at that 150 cold calls the week before Christmas and so if I did it shut up and you do it too but not everyone can do that not everyone was a rep at their last company

   In Outbound reporting dashboards

7. 30:46

   And I think that that's kind of her superpower. Yeah, I was wildly impressed to that point around. Shay is like she hasn't lost her touch in the game at all. And I was like, holy smokes, the level of detail that she's willing to dig in with her reps despite being a very senior leader is absolutely wild. “Like a rep says, I don't want to prospect, she's pulling up the outreach dashboard, looking” at their tasks, seeing the types of accounts they're working. And I'm like, holy smoke, she set these like big three priorities for the org. And she knows how to speak at the CRO, the CEO level about big three priorities. But then she can get down to the workflow level and be like, hey, I know exactly why you're not hitting your commits.

   In Outbound reporting dashboards

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