Hand over well
Where a website assistant should hand over
Facts versus advice, personal situations, unpublished fees, entries that disagree.
A good assistant knows when to hand over. Handing a question to a person is not a failure. It is how a firm protects its name.
Four times to hand over
- The question needs professional advice or judgement
- The answer depends on the visitor's own situation
- Nothing published covers it, such as a fee you have not listed
- Two published entries disagree
Make the handover easy
The visitor should know what happens next: that a person will see their question, and how they will hear back. Ask for permission before passing on their details.
Learn from what gets handed over
Handovers show you what your website does not say yet. Read them weekly and publish answers to the factual questions that keep coming up.
