Handling requests.
WHY A SYSTEM
Requests arriving by message, email and phone are lost.
WHAT A SYSTEM PROVIDES
A record of every request Visibility of what is outstanding History for each client Something someone else can pick up
WHAT TO USE
A helpdesk, or at minimum a dedicated address with a tracking method.
WHAT TO ESTABLISH
One channel for support requests That requests through other channels are logged there
THE OTHER CHANNELS POINT
Clients will message you directly.
Log it, or it is forgotten.
WHAT TO RECORD FOR EACH REQUEST
Who, when, what, what you did, when it closed.
WHY
Patterns emerge, and you can see who consumes disproportionate time.
WHAT TO REVIEW WEEKLY
Anything open Anything waiting on you Anything waiting on the client
THAT LAST CATEGORY
Chase it. Requests waiting on clients sit forever.
WHAT TO AUTOMATE
Acknowledgements and notifications.
