Built to RUN Group
You’ve asked a staff member to follow up with a client about missing documents.
A few days later, you check the file.
The task is marked as completed, but the documents haven’t arrived. The client hasn’t responded, and nobody has scheduled another follow-up.
Technically, the staff member completed what you asked. They sent the email.
But from the practice’s perspective, the matter is still outstanding.
This is something worth looking at when building processes in a migration practice.
There needs to be a clear understanding of what completed means.
For example, requesting documents might involve sending the request, recording what is outstanding, setting a follow-up date and making sure someone remains responsible until the documents arrive or the matter is escalated.
Otherwise, the owner ends up checking the same files repeatedly, trying to work out what has happened and what still needs attention.
A simple improvement is to agree on the expected outcome before delegating the work, including who owns the next step.
Today’s question for the group:
How do you manage outstanding tasks in your practice? Do you rely on staff to remember follow-ups, or do you have a system that keeps track of unfinished work?
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