David Stewart

We're helping all these people and all this money is coming in.

So the sales team is excited.

Lo and behold, after six months, a year or so, we started to notice some friction in different areas.

For instance, retention or claims and service that we have to provide to these types of clients specifically.

But the sales team themselves never would have really noticed that they just saw it on a small scale.

And as long as it didn't have a massive impact on their commission check, just wasn't something that they noticed until we saw the aggregated data on this client segment.

Moving over to the client care team, they do a great job of reporting feedback, but naturally they were just a little bit, we just felt a little bit behind all the time and we couldn't catch up.

And so when we finally nailed down this client type, we were able to make some specific changes so we could work on higher value tasks for the client care team and sell higher value clients on the sales side of the business.

So there's a few things that we did to navigate that to open the flow, raise just the amount of revenue we could generate from our ideal clients.

So one thing that we did was we slowed down our marketing, our incentives for that specific client profile.

We slowed it down so we would naturally cut off that lead flow.

We changed the incentives on the sales structure.

And then we also taught our client care team how to better identify those clients.

So when they realized they were in one of these specific situations, they're working with someone in the specific profile, how to better work with them faster and more effectively.

And then we were able to add automation to basically take care.

I don't know, almost 90% of that off the client care team's plate.

And so the goal is always to just raise the value of the work that everybody's doing.

And so we were able to hire people to fill those gaps in the lower value work.

But naturally, if we have a salesperson who could be selling somebody that generates $500 in revenue, that's going to stay with us for 10 years.

We want that versus maybe $750 in revenue for six months.