Daily Customer Follow-Up Checklist for Local Government
A checklist for managing daily community member communications, follow-ups, and relationship-building activities to maintain high service standards.
Supports Local Government Act compliance, freedom of information requirements, and public accountability standards.
Complete Checklist
- 1Review all new community member enquiries received since the last checkCritical
- 2Respond to all outstanding community member emails within the agreed service levelCritical
- 3Return any missed phone calls from community members or prospects
- 4Follow up on any quotes or proposals that are awaiting a community member response
- 5Check the status of any community member orders in progress and proactively update ratepayers
- 6Review and respond to any online reviews or social media mentions
- 7Address any open community member complaints or service issuesCritical
- 8Confirm upcoming appointments, bookings, or scheduled deliveries with community members
- 9Send thank-you messages to community members who completed a purchase or service
- 10Update the CRM or community member database with any new information or interactions
- 11Identify any community members at risk of churning and plan a retention action
- 12Review community member feedback forms or survey responses received
- 13Escalate any complex community member issues that require management attention
- 14Log all follow-up activities completed for the day
Frequently Asked Questions
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 community members receive timely attention.
What is an acceptable response time for community member enquiries?
Australian community members 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.
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 community member interactions. Even a simple spreadsheet is better than relying on memory. For growing businesses, a dedicated CRM system pays for itself through improved community member 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.