Molding Mart · Team meeting · 10/1/20261 / 13

Where we are

How we sell now

The CRM is ready. Every request now has a card and a next step.
Today is not about software. It's about how we sell.

What the CRM is for2 / 13

The CRM is not the goal. Sales are.

September

We learned the tool

Stages, notes, tasks, quotes from the card. You did it, and it works.

From October

We use it to sell

Every step in the CRM is there for one thing: closing more deals.

The new system tracks one thing first: how well YOU sell.

Taking orders vs. selling3 / 13

Taking orders vs. selling

Taking orders

The customer already decided. We check stock and write the invoice.

Selling

The customer is still deciding. You do it every day, on the phone and in the store.

Many calls end with "I'll send you a quote." That customer is still deciding. Calling back is part of the sale.

After the quote4 / 13

What happens after a customer gets a quote

They compare

They get busy

They put it off

They forget

Silence doesn't mean "no".

Phones changed5 / 13

Phones changed: why one call is not enough

46%

of calls from unknown numbers go unanswered, even when a real business is calling.

Hiya, State of the Call 2024 · 12,000 consumers, U.S. and 5 more countries

68%

of Americans get scam calls every week. 31% get them every day.

Pew Research Center, 2025 · 9,397 U.S. adults

77%

are more likely to answer if they know who is calling.

Hiya, State of the Call 2024

That's why we text first: "Moulding Base here." A missed call doesn't mean "no". They just didn't know it was us.

Sources: Hiya 2024 · Pew Research Center 2025

It already works6 / 13

Our customers already answer

Website request · Sep 30

Moulding Base here, J. Thanks for the request on our site. Your quote comes by email today, then we call to go over it. Need us sooner? Just text back.1:17 PM

Looking to get this quote as soon as possible.1:19 PM

Can we get that quote so we can get that ordered ASAP.later

Answered in 2 minutes

Missed call · Aug 30

Hi this is Moulding Base – baseboards / crown molding, I saw that we just missed your call how can I help?10:53 AM

Wondering about what you have in stock. Need materials tomorrow.10:54 AM

Answered in 1 minute

Missed call · Aug 26

Hi this is Moulding Base – baseboards / crown molding, I saw that we just missed your call how can I help?1:37 PM

I need to match some crown moulding. Where can I send a pic so you can help me find it1:38 PM

Answered in 1 minute

We just started, and customers already reply within minutes. Each one has a real need: a quote to order, materials for tomorrow, a crown molding match. Our job is to answer back and close.

Real conversations from our CRM. Names and numbers removed.

Customers expect speed7 / 13

Customers expect a fast answer

51%

expect a reply within an hour.

Twilio, Consumer Preferences Report 2024 · 3,900 consumers worldwide

46%

have left a brand because it answered slowly.

Twilio, 2024

82%

of Americans check a text within 5 minutes.

SimpleTexting, 2025 · 1,000 U.S. consumers

71%

want to be able to text a business back.

SimpleTexting, 2025

Sources: Twilio 2024 · SimpleTexting 2025

Where the line is8 / 13

Your concern is fair. That's why our sequence is short.

Day 1

Text: "we got your request"

Quote by email

Call about the quote

No answer: a short text

Day 2

Follow-up call #1

No answer: a text with our hours and map

Day 3

Follow-up call #2

Then

The card is closed as lost or moves to another stage.

No more calls or texts.

Texts the system sends automatically

Request comes inNew Website Leads

Moulding Base here, [Name]. Thanks for the request on our site. Your quote comes by email today, then we call to go over it. Need us sooner? Just text back.

Quote call, no answerFollow up 1

Moulding Base here, [Name]. Your quote is in your email. Before you order, we want to check the footage and profile so you do not come up short. Call or text?

Follow-up call #1, no answerFollow up 2

Moulding Base here, [Name]. We tried calling about your quote, and it is still waiting in your email. If the project is still on, text us back or stop by the store. Open Mon-Fri 7am-4:30pm, Sat 9am-2pm. Map: [link]

Customer called, we missed itAny time

Hi this is Moulding Base – baseboards / crown molding, I saw that we just missed your call how can I help?

Never:daily texts"last chance"pressure

The call after the quote9 / 13

The call is help, not pressure

1Did the quote cover everything? Right profile, right footage?
2Do you need matching casing or crown?
3Delivery or pickup?
4Any questions? Where else are you looking?

How we'll measure10 / 13

Weekly review · 1 of 2

Test Rep · Week of Sep 22–28 · with Vitalii · Results

Example · not real numbers

Good week. Your follow-ups brought $1,120: two of your three sales.

	This week	Last week
Leads taken	12	10
Won	3 · $1,840	2 · $1,150	Good
Lost	4	3	Fix
Still open	5	5
Close ratewon of decided	43%	40%	Good
Days to closerequest to order, average	4	6	Good
Average order	$613	$575	Good
Sales from follow-ups	$1,120	$400	Good

Good: better than last week. Fix: worse than last week.

How we'll measure11 / 13

Weekly review · 2 of 2

Test Rep · Week of Sep 22–28 · with Vitalii · How you worked in the CRM

Example · not real numbers

	This week	Last week
Quote sent the same day	10 of 11	8 of 9	Fix
Follow-up calls on time	7 of 8	5 of 7	Fix
Note and next step on the card	11 of 12	9 of 10	Fix
Lost reason filled in	4 of 4	3 of 3	Good
Order value filled in	3 of 3	2 of 2	Good

Good: done on every card. Fix: missed on at least one card, see the list.

One thing to fix

Tom B.'s card went to Lost before follow-up call #2. We stopped one call too early.

Your commitment for next week

Call every card in Follow up 2 by 10 AM. We check it at the next review.

Your feedback12 / 13

The weekly review works both ways

What we look at

Your numbers, your wins, and one thing to fix.

What you bring

What customers say about our texts and calls. What slows you down in the CRM. What you would change.

Example: if customers tell you three texts are too many, bring it to the review. We check the numbers together and change the system.

The system is not set in stone. It gets better with what you hear from customers.

Molding Mart13 / 13

Let's grow together.