Following up leads · ASRR Tech
How do you prevent callback commitments disappearing?
Record a callback as an action with an owner and time. Keep the reason alongside it and make overdue actions visible in daily work.
A practical example
A customer wants a Friday callback after speaking with their partner.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Record the agreed time.
- Keep the question.
- Check overdue actions.
What does success look like?
The owner sees the callback when it needs to happen.
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.