How do I stop wholesale orders getting lost between texts, emails and calls?
Give every order one front door: a simple order form on everyone's phone that each order goes into the moment it is taken, wherever it came from. Texts, emails and calls can keep arriving the way they do. They just all end up written down in one place the whole kitchen can see.
A café texts its weekly order, a grocer emails a change, a new account rings while your hands are in the dough. Each one gets written down somewhere, on a pad, in a phone, on the whiteboard, and the order that goes missing is the one that lived only in the place nobody checked.
The answer is rarely to make customers order differently. Wholesale customers will keep texting, emailing and ringing, because that is what suits them. What you can change is what happens in the minute after an order arrives, whoever happens to take it.
Make one order form, free in Google Forms, with the questions every order needs: the customer, what they want, how many, the delivery day and anything special. Put the link on every phone in the business. The rule is that an order is not taken until it is in the form, whether it came by text, email or a call. Every answer lands in one sheet you can open at the bench and sort by delivery day.
The test is simple. Ask anyone in the business what is going out on Thursday, and see whether they can answer from one screen. If they have to scroll back through texts and emails to find out, the gap is still open, and that is the order most likely to go missing next.
Standing orders make it easier again. Many wholesale accounts order much the same thing every week, so a regular order that only needs a change, not a fresh start, cuts the retyping and the chance of a mistake creeping in between one week and the next.
A Three Fixes report looks at how orders reach you today, in your own words, and writes the form questions and the steps to get every order landing in one place.
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