Historical Notes Help Retain Business

By July 31, 2020Post

“If when the things get confusing because of miscommunication, there are other changes to communication which can be not not understandable. See attached email excel file.”

This sentence probably made you frustrated when reading it!  It should because it’s a joke, but unfortunately, a pretty accurate depiction of historical notes we make when tracking client issues.

Thomas Reid said, “A chain is no stronger than its weakest link.” No one wants to look at any member of their team as weak. However, notes like the ones above add a significant amount of work and time for the other team members. The upside is that anyone can improve with the right protocol and training. Here are some fundamental tips and tricks to making the best notes:

1. Focus on clarity and details:  It is most helpful to answer the questions, “who, what, why, where, and how” so that all aspects of customer interaction are in the system.

2. Learn about your client: The best thing you can do for you, your client and your team is to make sure to enter as many details about your client into the system as you can. Lack of information can lead to poor customer service and potential loss of business.  Take the time to research and reap the benefits on a later date.

3.Know your tracking system: Is your system frustrating or difficult to use for your team?  Find one that works for you, not against you.  If it works, your team will be encouraged to use it and habitually return to it. 

4.Document all of it: My father often said, “trust everyone’s word, but nobody’s memory.” Most people come to the business table with good intentions, but none of us can remember everything all the time.  Remember, it serves everyone to write and keep complete historical notes. Let’s do this and improve our retention and increase business throughout the year.