New enquiries
Someone asks what you charge or whether you can do the job. They get a proper reply while they are still deciding, and you get their details and what they want.
The full list
What gets handled
Forward anything on this list and you can stop thinking about it. Forward something that is not on it and you will still get a sensible answer, or a note telling you it needs you.
Booking requests
The time they asked for is read back to them so they know it landed, and it comes to you to confirm. Your diary stays yours.
Missed calls
A text goes back the same hour asking what they need, so the call you could not take does not become a job you did not get.
Questions you answer ten times a week
Your hours, the area you cover, whether you are registered, how long a job takes. Answered from what you said in setup, never guessed at.
Complaints
Acknowledged calmly the same day so nobody is left shouting into silence, then put straight in front of you. Nothing is settled on your behalf.
Receipts and invoices
Pulled apart into supplier, amount, date and category, and filed. When your accountant asks, it is already done.
Follow-ups
The quote that went quiet gets a nudge a day later, and a last friendly one a few days after that. Then it stops - nobody gets pestered, and it is not you doing it.
Late payments
Chased politely and on time, in a way that does not cost you the customer.
Where the line is
What never goes out without you
Four things always wait for you, however long that takes: a price, a date in your diary, anything about money that has gone wrong, and anyone who is unhappy. You see those first, every time, and nothing is sent in your name until you say so.
- A price
- A date in your diary
- Anything about money
- Anyone unhappy
That is deliberate. A slow reply costs you a few minutes. A confident wrong one - a price you cannot honour, a slot you cannot make - costs you the customer.