Daily Customer Follow-Up Checklist for Accounting & Finance
A checklist for managing daily customer communications, follow-ups, and relationship-building activities to maintain high service standards.
Built with ASIC regulatory requirements, AML/CTF compliance, Tax Practitioners Board obligations, and APES standards in mind.
Complete Checklist
- 1Review all new customer enquiries received since the last checkCritical
- 2Respond to all outstanding customer emails within the agreed service levelCritical
- 3Return any missed phone calls from customers or prospects
- 4Follow up on any quotes or proposals that are awaiting a customer response
- 5Check the status of any customer orders in progress and proactively update clients
- 6Review and respond to any online reviews or social media mentions
- 7Address any open customer complaints or service issuesCritical
- 8Confirm upcoming appointments, bookings, or scheduled deliveries with customers
- 9Send thank-you messages to customers who completed a purchase or service
- 10Update the CRM or customer database with any new information or interactions
- 11Identify any customers at risk of churning and plan a retention action
- 12Review customer feedback forms or survey responses received
- 13Escalate any complex customer issues that require management attention
- 14Log all follow-up activities completed for the day
Frequently Asked Questions
What is an acceptable response time for customer enquiries?
Australian customers generally expect a response within 24 hours for email enquiries and within a few hours for phone messages. For social media messages and live chat, same-day responses are expected. Setting clear internal service level targets and measuring against them helps maintain consistency.
How do we prioritise follow-ups when there are many to complete?
Prioritise complaints and urgent issues first, then time-sensitive opportunities such as expiring quotes, followed by routine follow-ups. Use a simple tagging or flagging system in your CRM or email to categorise enquiries by urgency. Delegate where possible to ensure all customers receive timely attention.
Should follow-up activities be tracked in a CRM system?
Yes, tracking follow-ups in a CRM ensures nothing is missed and provides a complete history of customer interactions. Even a simple spreadsheet is better than relying on memory. For growing businesses, a dedicated CRM system pays for itself through improved customer retention and more efficient follow-up processes.
Need help implementing these checks into your daily operations?
Our team can build custom checklists integrated into your daily operations workflow.