Award-Winning Customer Service: 101 Ways to Guarantee Great Performance

61. Document Your Observations

Why document your observations? You already have a busy schedule and finding the time to be with your team is difficult enough. You think you will remember everything, but will you, particularly if you get bogged down with other tasks? Unless you document what you see and hear, you will be surprised at what gets lost. When you need to provide feedback or appraisals, you will appreciate documentation. A word of caution, however: only document your direct observations. When coworkers relate their observations, thank them, and make a note to follow up to see if the behavior is repeated.

Performance Prompts

• Documentation is important for spotting trends and patterns, commending good performance, correcting poor behavior, ...