The problem with "I will let you know"
Updates sent by text, said in passing or kept in someone's head cannot be found later. The person who needs the answer is rarely the person who has it.
One update, four parts
- Where the job stands. Not started, in progress, waiting on something or done.
- What happened today. One or two lines.
- What is in the way. A part, a permit, a decision from the customer.
- What happens next and when.
Same place, same time
An update is only useful if people know where to find it. Pick one place for every job and one time of day to write it, such as before leaving the site. It takes a minute and saves three phone calls.
Let the customer benefit
When the office can answer "where are we?" without calling anyone, the customer hears a confident answer the first time. That is worth more than most advertising.
How Venture IQ helps
Venture IQ keeps a log of each job and customer conversation in one place, so whoever answers the phone can see the latest. Customer updates are drafted from that log and wait for your approval. See how to turn phone calls into notes you can use.
If a customer called right now, could your office answer without calling the crew?