When I was a real estate agent, my broker always stressed to “Document! Document! Document!” communication with our clients. We would keep a conversation log that would basically “cover our backs” just in case there was any issue later on. This log could help in case there was a lawsuit against the brokerage. 
Even though we used these conversation logs as “insurance” – this practice helped me in future dealings because now I had a good idea of what my clients liked and didn’t like. Big companies nowadays have these elaborate programs to keep track of customer information. This log that I kept was nothing more than a piece of paper. Either way, it’s important to keep track of your conversations with customers. Here’s why:
1) Customers don’t like repeating information over and over again. Your company should have a system of documenting every conversation with a customer.
2) The information that your customer provides can be helpful when you want to sell them more products or services in the future.
3) Documentation can help if a customer has an issue in the future. You will have an archive of the problems that the customer has had and perhaps fix the issues quicker based on the history of their complaints.
Can you think of any other reasons why documentation is important?
Even though we used these conversation logs as “insurance” – this practice helped me in future dealings because now I had a good idea of what my clients liked and didn’t like. Big companies nowadays have these elaborate programs to keep track of customer information. This log that I kept was nothing more than a piece of paper. Either way, it’s important to keep track of your conversations with customers. Here’s why:
1) Customers don’t like repeating information over and over again. Your company should have a system of documenting every conversation with a customer.
2) The information that your customer provides can be helpful when you want to sell them more products or services in the future.
3) Documentation can help if a customer has an issue in the future. You will have an archive of the problems that the customer has had and perhaps fix the issues quicker based on the history of their complaints.
Can you think of any other reasons why documentation is important?
Comment Preview