Build a Rental Follow-Up Plan

The store wants better first-month rental follow-up but currently has only a vague intention. SMART goals: Specific, Measurable, Achievable, Relevant, Time-bound Saying 'follow up more' gives no owner, customer segment, action, metric, or deadline. Specific Define the customer and action: first-time rental families receive a check-in text or call asking whether the student has played twice and whether anything feels hard to use. The action is concrete enough that two associates would do the same thing. Measurable Set the count: 90 first-time rentals assigned across six associates, 15 contacts each, with every outcome logged as issue, no issue, or no…

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