Matt from Grand Rapids says, “If I don’t make my cold calls, our pipeline will go dry.” He is juggling everything from operations to customer service escalations, all while trying to generate fresh leads through cold calls.

Sound familiar? In this Ask Jeb segment of the Sales Gravy Podcast, I walk Matt through practical strategies to carve out time for prospecting and target the right prospects, so that he can keep his sales pipeline full—even while being pulled in a dozen directions.

The Problem: Too Many Hats, Too Little Time

Matt’s role covers operations, customer support, escalations, and sales. That’s a lot of hats for one head. Between urgent issues (like system outages) and everyday distractions (Slack messages, emails, ticket follow-ups), his cold-calling efforts often get pushed to the back burner.

If urgent tasks always overshadow your pipeline-building activities, you’ll end up with a dangerously thin pipeline. Remember: “The Pipe is life.” The longer you allow other priorities to get in the way, the more your sales (and stress levels) suffer down the road.

Triage “Urgent vs. Non-Urgent” Tasks

Yes, certain crises truly are urgent. If your client’s phones are down, you can’t ignore that. But not everything that feels urgent is urgent. Often, we treat every Slack ping or email notification like a five-alarm fire.

Identify Real Emergencies:

A system outage that halts business? Absolutely that requires immediate action. A non-critical support request? Schedule it for later. Set boundaries so routine tasks don’t hijack your entire day.

Use Focus Blocks

Turn Off Notifications: Close Slack, kill your email window, silence your phone—whatever it takes to create an uninterrupted block.

Leverage High-Intensity Sprints: Prospect in short bursts (15–30 minutes) where all you do is dial. Make notes on a physical list to avoid toggling between multiple browser tabs.

Delegate

If you’re not the only one who can handle support tickets, let others take them. Own the customer relationship; let your team own the problem resolution.

The Art of Owning the Customer, Not the Problem

One of the biggest time-sucks for salespeople is diving headfirst into problem-solving. If you’re an empathetic type, you might be tempted to fix every issue yourself. But that drains your time and divides your focus.

Own the Relationship

When a customer meltdown looms, they want reassurance. You’re the friendly face they trust. Let them know you’re on it, but don’t dive into the technical fix if there’s someone else better equipped.

Set Expectations and Follow Up

Get a clear commitment from your support team: “Can you resolve this by 3 p.m.?” Check in before the deadline, not after. That way, you can give the customer a timely update.

Balance Accountability

You, as the salesperson, remain responsible for the customer’s happiness. Your support or operations team, however, is responsible for execution. Keep close tabs on them, but don’t do their job for them.

Sharpen Targeting To Build Better Prospecting Lists

Matt’s telecom company has a strong base of medical practices—mostly gained through referrals. Now he wants to proactively call into that same niche. But how do you successfully cold call a vertical you’ve never actively prospected before?

Define Your Ideal Customer Profile (ICP)

Look at your existing medical clients. How big are they? What specialties do they serve? Who handles IT decisions? Notice any patterns in the types of practices or roles you consistently serve.

Craft a Relevant Message

Medical offices might not realize they’re missing features that could improve patient flow. Translate “telecom upgrades” into benefits that matter—like reducing patient wait times, integrating scheduling, or enabling secure remote access. If you offer advanced AI features (like intelligent call routing or sentiment analysis), frame it around operational efficiency and cost savings.

Focus on the Conversation,