Handing a territory to another rep
A territory handover has to transfer coverage records, live callbacks and any do-not-contact addresses. The callbacks are the expensive part and the part most often lost, because they live in the departing rep's head or phone. A handover without them hands over ground while discarding the value already earned on it.
Three things have to move
Which addresses have been worked and what happened, which callbacks are outstanding and when they are owed, and which households have asked not to be contacted. The third one is a liability rather than an asset and it is the one most often dropped.
Why callbacks are the expensive loss
They are perishable and they represent work already done. A territory handed over without its callbacks is a territory where somebody already paid the acquisition cost and nobody will collect on it.
The structural problem
When records live on a rep's personal phone, handover depends on goodwill from someone who is often leaving unhappily. Company-workspace records exist precisely for this, and it is why companies care about where the doors live.
In KnockMode, doors created in a company workspace stay there when a rep leaves. What travels with the rep is their own performance record, not the doors.
Common questions
- What should be included in a handover?
- Coverage records, outstanding callbacks with their dates, and do-not-contact addresses. The last is a liability and the most commonly forgotten.
- Who owns the door data when a rep leaves?
- In KnockMode, doors created inside a company workspace stay with that workspace. The rep keeps their own knock count, close rate and tenure.
- How do you stop callbacks being lost?
- Keep them somewhere the company can see. A callback in a personal notes app leaves with the person.
More on territory
Turf: how areas get cut, assigned and worked without two reps hitting the same street.