Dazza's Blog

“Yeah mate, I'll get back to you.” Famous last words. You're waiting on the supplier for the roof sheets. The plumber owes you a price. The electrician was going to confirm whether he can make Tuesday. The customer needs to choose something before you can order it. None of those things sounds particularly difficult. But while you're actually doing the job, another day disappears. Then somebody asks: “Whatever happened with that?” And the answer is: “I rang him. He never rang

A good follow-up system does not need to remember everything about your business. It needs to remember the loose ends that become expensive when you forget them.

A quiet customer is easy to write off as a lost job. Sometimes they never rejected you at all — the conversation simply stopped.

Email is brilliant at delivering messages. It is much less brilliant at remembering which message still needs an action three days from now.

Most follow-ups only take a minute. The trouble is they have to be remembered later — after another day of jobs, calls, suppliers and interruptions.