Train staff on the behaviours, not just the app: when to create a record, which fields are required, how to avoid duplicates, how to add notes and a next action, how to handle opt-outs and what to do when the system is offline.
A capture tool only helps if everyone uses it the same way. Practise it before the show with real examples, including a failure.
Checklist
What staff should know
- When to create a record
- Which fields are required
- How to search for an existing contact and avoid duplicates
- How to connect a contact to an account
- How to select the right interest or status
- How to add notes and the next action
- How to assign ownership and flag urgency
- How to handle opt-outs
- What to do when the system is offline
The minimum capture record
Who and why
- Name and company
- Role and contact details
- Interaction context
- Need or interest
What next
- Qualification status
- Next action and owner
- Timing
- Permission or communication status where required
Checklist
Capture principles
- Ask permission where required and explain why you are collecting information
- Capture useful context, not just identity
- Do not over-collect
- Complete the record promptly and verify contact details
- Use approved categories
- Escalate technical or privacy concerns
Checklist
Rehearse the offline fallback
- Use the approved fallback form or device
- Record the minimum necessary information
- Mark the record as event-collected
- Secure the temporary record
- Enter it into the approved system promptly and check for duplicates
- Delete temporary copies according to policy
- Report any suspected exposure
How to design the capture workflow itself is in the Event Lead Capture Guide.
Frequently asked questions
How do you train booth staff to capture leads?
Teach the workflow and the fields, practise creating records and notes with realistic examples, and rehearse duplicates, opt-outs and the offline fallback.
How should booth staff use lead-capture technology?
Ask permission, create or find the record, add the context, record the next action and an owner, and complete the record promptly.
What should staff do when the lead-capture system fails?
Use the approved fallback form or device, record the minimum information, secure it, then enter it into the approved system and check for duplicates.
Capture leads from one workflow
Give your team one place to capture, qualify and score event contacts.