When somebody fills in your form or asks about your services, it lands in Customer Enquiry rather than going straight into your customer list. That gives you a chance to look before they become a customer.

Steps

  1. Go to Customer Enquiry.
  2. Open the enquiry.
  3. Read what they sent and check the pet details.
  4. Accept it, or turn it down with a reason.

Check before you accept

The details came from the customer, not from you, so treat them as a first draft.

The phone number is the one to check hardest. It is where every message you ever send them goes, and people mistype their own number more often than you would expect.

Edit Customer and Edit Pet let you correct things before you accept, which is much easier than fixing it afterwards.

Accepting

Once accepted they become a normal customer with their pets, and you can book them in. The enquiry shows as Accepted so nobody works it twice.

Turning one down

Use Enter reason for rejection and write something real. Aggressive dog, outside our area, we do not take that breed.

Your team will read that reason if the same person comes back in six months, and it is the difference between a considered answer and starting the conversation again from nothing.

Chasing

Last Reminder Sent shows whether anyone has already got back to them, so two people do not both ring.

Activity Log is the trail of what has happened on the enquiry.

Keeping the list short

Work it daily. An enquiry that sits for a week is usually a customer who has booked somewhere else, and a long list stops anybody looking at it properly.

Delete Enquiry is for spam and duplicates. For a genuine person who was not right for you, turning them down with a reason is more useful than deleting the record.