Capturing enquiries · ASRR Tech
How do you handle an incomplete enquiry?
Make missing information visible and choose a specific recovery action. Block progress only when the missing field is necessary for a sensible next step.
A practical example
An enquiry lacks a company name but includes a clear question and contact address.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Identify missing information.
- Choose a recovery action.
- Monitor untreated exceptions.
What does success look like?
Incomplete enquiries remain visible to the responsible person.
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.
Capturing enquiries: the wider process
The entry channel determines what information an enquiry contains. A brochure form provides different context from a phone call or an Instagram message. Capture what you need to choose the next step. Keep the original request alongside structured fields so a colleague can understand its meaning. Agree who reviews new enquiries and how exceptions are recognised. Test the route with a normal enquiry, missing information and a returning customer. Then inspect the record the responsible employee actually sees.