Central Files Contact Log

When a customer comes in they are always routed to a Sales Professional or to someone in Repair by the Receptionist.

When the Sales Professional is finished with the customer and before he goes onto his next customer he must make a full report of what occurred and enter it into the contact log of that customer’s file.

This can be done by writing notes and handing it to your Sales Assistant before moving on to the next customer or by just doing it yourself. The seconds or even the few minutes it takes to properly update the file could save hours of time in the future and could be worth thousands in sales. DO IT NOW policy applies.

The same rule applies to whoever in Repair handles the customer.

This report and all entries into the contact log are to include the following:

1. How they were contacted i.e., on the phone or came into the store or a letter, etc.
2. Who helped them
3. The reason they came in i.e., a repair estimate, a watch repair drop off or a jewelry pick up, etc.
4. What they bought if they bought something.
5. What they are selling/trading if they are doing this.
6. What they are interested in and when.
7. Whether they were happy or upset, etc.
8. The computer automatically enters the date, but this is important.

The reason that this is not done by the Receptionist is because she only speaks to the person when they are first coming in and has no way of knowing what happens between the customer and the Sales Pro or the Repair person.

The reason the Central files exist is so people can write personalized letters, so the Sales Professional can know what last took place with that customer, etc. It is not so we can tell how many times they walked into and out of the store. This means that the entry, “Came into store.” ONLY is no longer acceptable.

Proper use of the contact log as laid out above has the potential of improving our customer service tenfold.