Worked scenario
The file that has to be complete on a date nobody controls
Property transactions fail on missing paper more often than on price, and the paper is chased by memory in most firms.
3 min read
A completion depends on a set of documents arriving from parties the firm does not control, over a period long enough that nobody remembers the whole list.
The list exists only in one head
Experienced handlers know what a transaction of a given type needs. That knowledge is real and it is unavailable when they are on leave, which is when a completion slips.
Chasing early is the entire skill
Documents that take three weeks to obtain must be requested in week one. Firms that chase when the deadline approaches are already late, and the delay is attributed to them by clients who cannot see the third party.
Status without a phone call
Clients ask where things stand constantly. A file whose outstanding items are visible turns each of those into a ten-second answer, instead of an interruption to the person who is trying to complete it.
What changes
- A checklist per transaction type, with each item's status
- Outstanding documents visible without asking the handler
- Chasing scheduled rather than triggered by a deadline approaching
- Handover possible when the handler is unavailable
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