Follow-up gap
A promise or request inside a conversation that was never answered, such as a callback, a payment number or an appraisal figure.
A follow-up gap is the distance between what a customer asked for and what they received. The customer asks for an out-the-door figure, a photo, a number on their trade, or a call when the vehicle lands, and the rep agrees. Then nothing arrives.
Gaps usually happen because the promise lived only in the rep’s memory. If it was never written into the CRM before the next call started, it is unlikely to be kept.
Why it matters for a sales manager
A broken promise costs more than no promise, because the customer noticed and drew a conclusion about your store. Follow-up gaps are also easy to work: the customer already told you exactly what would restart the conversation, so the next contact writes itself.
See how Pinpoint marks these moments on your own calls and texts.
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