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19. How Can I Track Staff Handling Of Web Enquiries?
Be sure emails are answered
Like Tip xx, have the enquiry come to your Inbox. Create a double rule – to first put the enquiry into your special folder, then send a copy to the staff member. Then create regular meetings to compare notes. You’ll know exactly when and how many enquires came in from your folder. See if it matches what staff say they received and handled.