A reader writes: “Although I don’t mind some paperwork, I find it ludicrous to fill out needless forms that no one will ever read. I have a good working relationship with the customer and keep the history of my contracts in my head. Your response?”

My response is that that history is in grave danger due to a slip/fall, aneurism or other event that could take you off line. As you go off line all the “corporate knowledge” goes with you and the poor sap who has to pick up the pieces will wonder why you were ever allowed to be so unprofessional and short sighted in managing these sites. One very wise person stated: “The weakest ink is better than the best memory” and I agree wholeheartedly.

I am as adverse to unnecessary paperwork as anyone but am disappointed that you do not see the absolute necessity of documenting in written form the quality/complaint tracking for these sites. What if you were injured? What if you get promoted? What if you find a better job elsewhere? What if there is a disagreement with the customer (who may replace the position you are dealing with now) and they state as I have oftentimes heard: “If it is not in writing it did not happen.”

Please understand that your memory system has been replaced in many accounts simply due to one or more of the events I pointed out earlier. I highly recommend you get away from verbal inspections and agreements since so many different things can happen to blow your process out of the water in a matter of seconds. Appropriate written inspections and communications with time logs are crucial in managing an account in this day and time.

It may be that we will have to agree to disagree. I expect to hear from your replacement one stay reaffirming my position.

Your comments and questions are important. I hope to hear from you soon. Until then, keep it clean...

Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678-314-2171 or CTCG50@comcast.net