A customer waits for a call back. A job sits. A lead goes cold. Nobody meant for it to happen.
Someone says, "I thought you had it." A customer has to ask twice. You find out about a problem when they are already mad.
Nobody owns the next step. People keep it in their head or in their inbox. When they get busy, it slips. It is not a people problem. It is a setup problem.
1. Give every item one owner
One name. Not a team.2. Write down the next step
Say what happens next, in plain words.3. Put a date on it
A step with no date does not get done.4. Look at it in one place
Check late items every day. Do not wait for a customer to complain.We look at where leads, customers, and jobs slip. We give every item one owner, a next step, and a date. Then we build one list that shows what is late, so you stop being the reminder.
Answer 15 short questions. See your score and your weakest spot.