What Isn't Working?

Sunday, 15 November 2009 07:03

This week I had a call from a client who felt that one of the components of her system wasn't working as hoped. This client had progressed from keeping multiple scraps of paper and random notes, to keeping one phone log to capture all needed follow up phone calls so that calls could easily be returned from the road. In practice the notebook had expanded to much more than a phone message log.

Her needs for the notebook had expanded to include research items, phone calls to return, addresses and phone numbers to add to contact list as well as items from email for follow up. What seemed to be lacking was a way to track follow up and results of follow up calls. When she called someone, what was the result? Did she get an appointment, did she leave a voice mail, does she need to call again, does she need to send an email with a proposal? The challenge now is to create a log that will capture all this information in a more user friendly format.

Possible solutions included:

Making columns in area logging call to reflect outcome of call

Highlighting completed items

Making separate sections in the notebook for each type of to do: calls, research, items to purchase for clients jobs

Daily reconciliation with the calendar and contact manager-add phone numbers, newly confirmed appointments, addresses, emails etc.

What was really important in this call was the recognition that something wasn't working. In all of our lives, needs change and systems must evolve to keep pace with our needs. In this instance, outstanding client service, not missing promised follow up, having an up to date contact list, having a list of what is needed when shopping to avoid extra trips to the store all needed to be addressed to advance her system.

It was great to see how tailoring her system is helping this client to continue moving forward. She is on her way to more peace, better organization and more success in every area of her life.