Guide
What the next shift needs to read.
A call note is for someone who was not on the phone. They will open the order, or the customer, with a minute to spare. If the note only makes sense to the person who wrote it, it is a diary entry. The order still does not know what to do.
Three lines
Write the order, what changed, and what happens next. An example that another person can act on: “Order 1042. Confirmed the new address. Reship today.” The order number is already on the order, but naming the action matters more than retelling the conversation.
Skip the small talk. Skip the customer’s mood unless it changes what the store should do. “Unhappy” is not an instruction. “Replace the cracked shade and email the tracking number” is.
When there is no order
Say that. “No order yet. Wants the cedar candle back in stock. Email them when it returns.” The next person knows not to hunt for an order number that does not exist.
Before you leave the call window
Today’s calls show which ones have a note. Treat a blank note on a call that changed a shipment, a replacement, or a delivery window as unfinished work. The recording, on Growth and Business, can sit beside the note when the store has turned it on. The next shift will still read the words first.