389 internet leads worked last month. The team contacts decently and closes hard once a customer is on the floor. The damage happens in the middle: too few appointments get set against where we should be, and a third of the ones that do get set never walk in.
At a 35% set benchmark, 389 leads should produce roughly 136 appointments. The team set 61. That is about 75 appointments left on the table before show rate is even in the conversation. Then of the 61 that did get set, only 39 showed (67%), so 22 more fall out at the door. Both leaks convert almost directly to lost units at a 55.7% floor close. Fix the set first: it is the multiplier on everything downstream.
Appointment credit is assigned to the setter, not the closer. Two people (Bryan and you) booked three-quarters of everything, so the store's set volume and hold rate live almost entirely with them. Small books are noisy from cross-month timing; read Bryan and Todd, where the weight is.
| Setter | Appts Set | Shown | Show Rate | Share of Sets |
|---|---|---|---|---|
| Bryan Ramirez | 30 | 9 | 64.3% | 49% |
| Todd Jacob | 16 | 7 | 53.8% | 26% |
| Franklin Guzman | 5 | 8 | 80.0% | 8% |
| Bryce Tinney | 3 | 3 | 50.0% | 5% |
| Jacob McBride | 3 | 3 | 75.0% | 5% |
| Jose Martinez | 2 | 6 | 75.0% | 3% |
| Andy Romero | 2 | 1 | 100% | 3% |
| Zakaria Echchami | 0 | 2 | n/a | 0% |
| TEAM TOTAL | 61 | 39 | 67.2% | 100% |
The six consultants who own leads and work the floor. Setters (Bryan, Andy) carry no leads or visits and sit in the engine table above.
| Rep | Leads | Contact | Contact % | Attempts | Visits | Visit Close | Sold | Sold % | Be-Backs |
|---|---|---|---|---|---|---|---|---|---|
| Jose Martinez | 101 | 89 | 88.1% | 3.2 | 12 | 75.0% | 8.5 | 8.4% | 1 |
| Franklin Guzman | 94 | 52 | 55.3% | 5.2 | 16 | 56.2% | 8.0 | 8.5% | 2 |
| Jacob McBride | 76 | 64 | 84.2% | 2.8 | 16 | 43.8% | 7.0 | 9.2% | 0 |
| Bryce Tinney | 51 | 35 | 68.6% | 6.7 | 12 | 50.0% | 7.0 | 13.7% | 3 |
| Zakaria Echchami | 57 | 36 | 63.2% | 5.6 | 5 | 60.0% | 3.0 | 5.3% | 0 |
| Mike Torian | 9 | 2 | 22.2% | 3.0 | 0 | 0.0% | 0.0 | 0.0% | 0 |
| FLOOR TOTAL | 388 | 278 | 71.6% | 4.2 | 61 | 55.7% | 33.5 | 8.6% | 6 |
Owns half the appointment pipeline and holds the worst of the volume setters. Even doubling the whole store toward the 35% target runs through him, so he needs to set more and set harder at the same time. A lot of his bookings are soft and evaporate before show day.
Second-largest setter at 26% of the board, holding 53.8%. Same pattern as Bryan, smaller book. You and Bryan are 75% of the set volume, so the team's path to 35% is mostly the two of you.
Best contacter and best closer on the floor: 101 leads, 88% reached, three of every four visits sold. He converts what he touches. Feed him shown appointments and he prints.
Lowest contact rate of the heavy hitters (55%) but the most visits on the floor and the best self-set hold rate. Lift his contact rate and he runs away with the month.
Reaches people fast and often, then leaves units on the table in the room: lowest visit close of the working reps. The traffic is there. The in-store close needs sharpening.
Zakaria runs the most attempts per lead (5.6) for a 5.3% sold rate: effort without conversion. Mike worked 9 leads, contacted 2, did nothing else. Neither is converting their assigned volume, and that volume should be moving to reps who do.
This is the multiplier. 61 set against a 136 target is 75 appointments missing. Part of that is the 110 leads never contacted (you cannot set what you never reach), and part is the set ask itself: even at full contact, you would need the set-on-contact rate to climb from 22% to roughly 49% to hit the number. Make appointments set the headline metric on the morning board and hold the BDC to a daily set target, not a dials target.
22 booked customers did not show. Put a day-before and day-of confirmation on every set appointment, a live human call, not just a text. Pulling show rate from 67% to 80% on the current 61 sets is about seven more visits, which is near four extra units at your current close.
Bryan books half the store and holds the worst, so he is the lever on both leaks at once. Tighten what he books: locked date and time, a reason to show, and a same-day reconfirm. Pull five of his sets that no-showed and five that held, and find the difference in the ask.
110 of 389 leads were never contacted, and a chunk sit with Mike (9 leads, 2 touches). Redistribute the no-contact pile to Jose, Franklin, and Bryce, and set a 48-hour contact-or-release rule. Every reach is a shot at a set.
Six be-back visits across the whole store means there is no second-look process. 27 visits left unsold last month. A simple next-day and day-three follow-up on every un-bought visit is found money sitting in the CRM.