Contact notes that help the next person, and ones that do not
A good contact note is dated, factual and useful to someone who has never met the customer. What to write, what never to write, and examples of each.
Sohail Safdar · · 2 min read
A useful contact note is short, factual, and written for someone who has never met the customer: what happened, what was agreed, and what to do next. It avoids opinions, gossip and anything sensitive the business does not need. The test is simple: would you be comfortable if the customer read it? If not, rewrite it or leave it out.
What to write
- Preferences that change how you serve them. "Prefers morning appointments." "Wants texts, not calls."
- Agreements. "Agreed to reschedule to the 14th; we waived the late fee once."
- Context the next person needs. "Nervous about needles; takes longer to settle."
- Outstanding actions. "Waiting on insurance pre-authorisation; call when it arrives."
What not to write
- Opinions about the person. "Difficult", "cheap", "rude". Describe what happened instead, if it matters.
- Health, legal or financial detail you do not need. Keep clinical notes in clinical systems.
- Passwords, card numbers, ID numbers. Never.
- Other customers' information. "Her sister is also a patient and owes money" belongs nowhere.
Examples
Unhelpful: "Weird call, customer was annoyed." Helpful: "Called about a billing error on the March invoice; corrected; customer asked for a receipt by email."
Unhelpful: "Hates Dr. Lee." Helpful: "Prefers to see Dr. Patel for future visits."
Unhelpful: "Might book again." Helpful: "Interested in whitening after the braces come off in June; follow up then."
Structure
Date, what happened, what was agreed, what is next. Four short lines at most. Put action items in a task with a due date, not buried in a note.
Customers can ask to see their data
In many places, customers have a right to request the information a business holds about them. Write every note as if they might read it, because they might.
Frequently asked questions
Should notes be edited later?
Correct factual mistakes, and date the correction. Do not rewrite history.
Who should write notes?
Anyone who talks to the customer and learns something the next person needs.
How long should notes be kept?
As long as the customer record, under your retention policy.
What Frontiva does here
Frontiva's CRM keeps notes on each contact's timeline, in order with messages and staff actions, and lead management keeps follow-up tasks with due dates and an overdue view for the action items. Internal notes on a conversation are visible only to your team. See the customer timeline.