Hand over well
What a good enquiry handover contains
The question, the conversation so far, permission, and small-team follow-up.
When a visitor's question reaches your team, the person picking it up should be able to reply without asking the visitor to start again.
What to include
- The visitor's question, in their own words
- A short summary of the conversation so far
- How the visitor would like to be contacted
- Their permission to be contacted
- How urgent it is, if they said
Who follows up
In a small team, enquiries go missing when everyone assumes someone else has replied. Give each enquiry a clear status, and mark it handled when it is done.
Where it lands
Send enquiries to the place your team already looks, whether that is email, a shared inbox or the tools you use every day.
