The “Just In Case” List

I got called away for two weeks. No problem. I run a small operation and it's pretty organized. Somebody else can step in and fill orders. I'll just leave a list.

Hmmm... It turned out to be two full pages. And I left out some stuff. Turns out that filling even a simple order has a lot to it. And just because you know what you're doing doesn't mean anybody else does. And absences are not always planned. So consider making that "Just In Case" list ahead of time. That way if you do get a vacation, break your typing finger, or just have the flu, somebody can take over for a bit.

Start with a blank slate. Pretend that the person doesn't know your job at all; doesn't have your computer or your passwords. And start writing the steps down. This is harder than it seems. There are lots of details. But include how to locate the item, how to package it, what documentation you include and how you figure postage. Remember that sites and pages you have bookmarked will need to be written out, along with passwords (you may want to use some sort of code). Go through a whole transaction writing every step down. Tell them where to put your transaction records. You'll want to be able to track what they did while you were out of commission. Then ask anybody who might be tapped to cover for you to read this list and see if it makes sense. Of course it's best if they can sit there and fill a few orders with you, but remember if you are gone they are going to be stressed doing this and so every step should be clear. Don't assume they'll remember anything. Write it all down.

Depending on your situation you may want to notify customers that things are temporarily different. A notice on your site with expected return dates helps. Then email each customer to remind them about the notice and ask if it creates a problem. Be ready to give some refunds or some sort of discount if things get extended. It's hard, but real life does get in the way sometimes and if you communicate with customers they usually understand. But if you have a good "Just In Case" list, and a willing back-up person, you'll fare much better. Important orders can go out, you'll come back to a reduced work load, and everybody is happy!

[Tina Sutherland, owner of What-I-Found Sewing Patterns on Main Street Mall Online lives, and travels the U.S., with her husband in their RV from where she runs her online business.]

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