Appointment Setting and the Limits of Accountability


Accountability can be hard to define without first establishing a form of contract between two parties. In the case of yourself and your business prospects, an appointment setting campaign could be just the thing.

Now is there such thing as too much accountability? Can the word mean anything besides a session of pointing fingers and broken business relationships? Obviously, these two questions are intertwined with both themselves and the problem of accountability in the work place.

But as an appointment setter, how do you outline the framework of responsibility so that a client holds you accountable only for the right things and for the right reasons?

  • Manage expectations – Be wary of ‘controlling’ expectations instead of managing them. When you work too hard to control, you end up taking out a lot of options for a prospect. So instead, it’s recommended that focus more on managing whatever expectations a prospect might have before qualifying.
  • Look at impressions both ways – Expectations aren’t born on their own. They grow from the impression your marketing leaves on prospects. Look at your content both ways to help you further keep expectations from growing unrealistic.
  • Condense your ToS – You might have a bigger copy of your Terms of Services that needs presenting. But if your prospect is still at the top of the funnel, it’s recommended that you condense so that prospects will know what you’re certified to do.
  • Focus on prospect freedom – From an opt-out option to custom offers, a prospect needs you to see how much you value their capacity to decide for themselves. Don’t put too much focus on what neither of you can do.
  • Give them metrics to measure you against – When you’re asking them to pay you for a process, a product, or some other service, you have to give them right to measure the results. But often times, trust can be hard to win when they don’t know exactly how to measure performance.

Setting the terms of accountability shouldn’t start at the table between your sales rep and your prospect. It should start when a prospect is still barely considering an appointment. Unless you control expectations and inspire a sense of responsibility, how can anyone expect you to do the job?