The more people I manage, the less visibility I seem to have into what customers are actually hearing from my team. I spend hours looking at reports, conversion rates and pipeline data, but when a rep loses a deal, I often have no idea what happened during the conversation. Most of my coaching ends up being based on rep self reports a handful of ride alongs or assumptions based on the outcome. If a deal closes we assume the conversation went well. If it doesn’t, we’re left guessing what happened. The frustrating part is that I know the answers are buried in those customer interactions. Objections, discovery questions, rapport building, closing attempts all of it. But there’s no realistic way for me to be present for hundreds of conversations every month.Started trying Rilla recently so reps record their appointments and I can actually go back and see what happened instead of just guessing from the outcome, still early but it’s already changed a few coaching conversations.