The next Channel Category is ‘Personal’.

Lead types that fit into this Category are ones where there is an instant conversation that takes place between the prospect and the business.

In other words, the prospect has taken action and contacted you directly.

So a prospect can make an inbound call to your office or store or mobile number.

They can start a conversation on your online chat or they walk into your office or store.

BUT…

Due to the nature of this Category, there is always a time gap between the inbound action taken by the prospect and how long it takes you or your team to deal with it.

For example, if a prospect is making an inbound phone call, you must ensure the call is answered within 4 rings.

If your phone just rings out (reducing speed and increasing the 'speed gap'), then you’ll lose that lead.

If someone walks into your office or store and no one comes to greet them, then they’ll walk out.

If someone types into your chat and no one replies they’ll hit the back button.

This is where Speed plays a huge role.

Every second counts.

The longer the time gap, the lower your conversions will be. It’s a simple as that.

So you have to make sure you have procedures in place to be world-class in terms of the speed in dealing with Personal Category Channels.

For example, if you aren’t able to answer calls promptly, then you must outsource this function to a call handling service and make sure they adhere to what I’m telling you about speed.

If calls are coming into the office 24/7 then you should use a call handling service that’s 24/7 or you staff your own phones 24/7.

And as long as you nail the Speed element of personal category channels then the great thing is you are immediately having a conversation with the prospect.