What was said.
WHY IT MATTERS
Disputes about what was agreed Continuity when someone else handles it Following up properly
WHAT TO RECORD
Who contacted you and when What they wanted What you said What was agreed What happens next
WHERE
A simple record is sufficient for a small business.
A spreadsheet, or a customer record.
WHAT NOT TO RELY ON
Messaging conversations alone.
Devices fail, applications are reinstalled, and conversations are lost.
WHAT TO CONFIRM IN WRITING
Anything agreed by phone.
A message afterwards summarising it.
WHY
Both parties then remember the same thing.
WHAT TO KEEP
Anything relating to an order, a price, or a commitment.
FOR DATA PROTECTION
Customer communication contains personal data.
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WHAT TO DELETE
What you no longer need, in line with a stated period.
