Say an agent tells a buyer that feature comes out in March. The buyer doesn't stop to ask if a person or an agent said it. They plan around March.
Why don't I hear about it?
A broken promise is quiet. Nothing flashes red when an agent says something you can't do. The promise sits in an email thread, and the buyer remembers it. You find out months later, on a renewal call.
Most of these promises come in three shapes.
| the agent said | what was missing |
|---|---|
| a feature you don't have | a fact that someone stands behind |
| a date | anything set up to meet it |
| always, never, unlimited | room for the one exception the buyer will find |
Reynforce's Rules keep agents away from words like always and never, unless you choose to allow them.
What do I do if it has already happened?
- Find the exact sentence, and the fact the agent was relying on.
- If that fact was wrong, fix the fact as well as the agent. Every other agent reading it was about to say the same thing.
- Decide with the person who looks after that customer what you will honour. That's a business decision, and no tool makes it for you.
- Tell the customer early. It costs less than letting them find out on their own.
How do I stop it happening?
- Give the agent one place to read from, with an owner and a "last checked" date on every fact.
- Make a rule that a fact nobody stands behind is never used. Instead, the agent says it is checking, and asks the owner.
- Keep a record of each promise as it's made. Then you told us March can be answered in minutes.
How Reynforce helps
Your Facts hold what's true, with owners and dates. Your agent checks with Reynforce before it makes a promise. Every check shows up in Activity, including promises that nobody has dealt with yet. If you connect some of your sending tools, Reynforce can also look back over the last 30 days. That shows you what your agents said before you started.
When Reynforce is the wrong choice
- A person made the promise on a call. Reynforce sees what your agents check with it. It can't hear what your people say.
- You need to settle an old argument, and nothing was written down. We can't rebuild a record that never existed.
What it costs
£99 per agent a month for your first 10 agents. After that it's £79 for each agent, up to 49. If you pay for a year at once, you get two months free. If you'd like us to do the setup and sign-off with you, that starts at £2,500, paid once, and the price depends on the agent's job. Pricing has the rest.