Last time, we explained how to make your morning commute profitable. But now, we’ll explore memory and time tracking.
Short-term memory is just that, short.
Statistically, most of what your employees hear from clients will be forgotten in less than 60 seconds, which could be bad news if it involves a critical piece of information.
We’re all familiar with information overload, brain drain, and things going ‘in one ear and out the other.’ It’s all part of the human condition. Research suggests we can’t vividly remember more than 4 pieces of information at a time.1
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So what happens when 5 vital pieces of information are introduced? Like:
- The men’s and women’s bathrooms are flooding
- Company C’s wireless network is down because of a bear attack
- A local restaurant chain wants 3 POS proposals by noon
- Company B’s data center is filled with snakes
- I need to post 5 hours of time to Company A’s ConnectWise install ticket
Well, if the rule of 4 holds true, 1 of these exciting pieces of information will get deleted. A little unsettling, huh?
We can all agree it damages the customer experience when your team doesn’t capture, communicate, and follow-up on action items. And furthermore, you risk employees grossly underestimating the amount of time they spend on a project, which literally takes money right out of your pocket.
To overcome this, we suggest tracking time and posting notes immediately after every customer interaction. And if you have the chance, take a few minutes to recap everything with the client before you post the entry. This will help close the short-term memory gap.
Here are 3 main reasons techs should finish paperwork right away:
1. You’ll Capture More Billable Time
The time it takes to enter notes can be considered billable time. This is essentially the meeting recap to the client. And by doing it immediately after a service appointment—instead of later— your tech will have a fresh memory of the expected outcomes as well as the amount of time he spent on the service call.
2. You’ll Capture More Accurate/Complete Notes
Like we mentioned above, short-term memory doesn’t last long. If you let it marinate all day, you’ll find it’s been reduced to less than half of what was actually discussed. By capturing it ASAP, it’s one less thing for your tech to try to remember for later, which means he can start to give each client more focused attention.
3. Clients Can Verify Progress
If you’re using a ticketing system, clients can easily pop into their service tickets to see if there’s been any movement. This is another reason why it’s vital to track/post activities as you complete them. It lets the client see that you’re on the ball.
Making this tiny time-tracking adjustment (as a company), will help you gain more billable time, greater visibility into project progress, and higher customer service ratings.
Next time, we’ll explain why it’s important for techs to check in frequently. Stay tuned for this and the final post of this series. They’re both coming soon!
- The Daily Galaxy, “The Limits of Memory: We Can Only Remember 4 Things at a Time,” Apr. 29, 2008.