Following up leads · ASRR Tech
How do you use contact preferences in follow-up?
Keep preferred channel and timing where the follow-up owner can see them. Adjust the plan when the customer requests different contact or none.
A practical example
A customer cannot call during the day and wants email information first.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Ask the preference.
- Make it visible.
- Adapt actions.
What does success look like?
The planned action respects the latest customer agreement.
Test this with a recognisable record and have a colleague review the outcome. Note missing information or decisions. Use that finding to improve a working agreement before applying the process more broadly.
Following up leads: the wider process
Follow-up works when a record has an owner, a specific next action and an agreed time. A status alone does not tell a colleague what to do. Describe an action with a verb and an outcome: call to arrange an intake, or check that a quotation arrived. Respect the customer’s contact preferences. Agree which situations take priority and when contact should end. Review a small sample of open records regularly to see whether the process works beyond the ideal journey.