In last week’s Tip, we showed why and how to Use the 6 Step Checklist before Resolving the Issue. We noted the importance of taking 15 seconds to mentally walk through the Who, What, When, Where, Why, and How to feel confident that you know what’s needed to fix the problem.
Similarly, you can use these same steps to confirm that the solution you’ve identified is fully thought through and has the best chance of working:
Who needs to be involved in the solution? Is it something the customer has a part in, are there co-workers involved, and what do you need to do to shepherd this forward? Is there anyone else to bring in the loop?
What are the specific steps that need to be undertaken? What does that mental flow chart of activities look like, and is anything missing?
When do those steps need to occur, and is there any sequence where one activity has to happen before another? We want dependent tasks to be done on a timely basis, but we also want activities to run concurrently whenever possible so we can complete the work as quickly as possible.
Where do the activities need to occur? Is it in a particular location, on a certain web page, via a mobile app?
Why are we doing this? Will this resolve the root cause of the problem so we’re not going to be dealing with this again anytime soon?
How do we ensure that the solution worked? What’s the follow-up process? Are we going to call the customer in a week or two? Are they going to fill out a form to confirm the problem was fixed?
Think through all the potential moving pieces and timelines associated with the solution to ensure there are not any gaps that could cause the ticket to stay open, cause the issue to stay unresolved, or cause the problem to rear its ugly head again.
Use the 6 Step Checklist when you’re finalizing a solution.
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