Identify the property context.
Decide which information staff need to understand the requested service and prepare the booking. Use the firm's existing record where possible. Avoid collecting details simply because a form can ask for them.
Workflow guide
Keep property facts separate from appointment arrangements.
A property record and an appointment serve different purposes. Separating them helps staff update a visit without losing context or treating an old arrangement as current.
Record the current appointment.
Keep the agreed date, responsible inspector and approved arrangements with the relevant visit. When the date changes, make clear which confirmation is current and whether preparation instructions must be sent again.
Keep responsibility for instructions visible.
Your firm supplies and approves preparation content. Identify who can edit it, how staff choose the appropriate version and what happens when the client has a question that the standard message does not answer.
Track report handoff without duplicating the report.
A staff view may only need the report's status and a link to the authorized inspection platform. Review existing sharing controls before creating another copy. Your firm decides who may receive the document and when it may be released.
Walk through a changed appointment.
- The date changes after a preparation message is sent.
- Important booking information is still missing.
- A report update makes an earlier link or message outdated.
- A buyer or agent asks for a document they are not authorized to receive.
Use fictional records to check which employee sees each issue and how it is resolved. A clear exception list can be a useful first improvement.