Capture should feel like a natural continuation of the conversation, not an administrative interruption. Start by understanding why the person stopped, ask permission, capture, ask two or three questions, record a short note and agree an owner and next step.
Staff need a simple order of events they can follow while talking. Write it down once and train it, so capture feels the same whoever is on the booth.
Framework
The workflow, step by step
A staff script
Say what you are doing and why. A short, honest sentence works better than silent scanning.
Keep it natural
Do
- Listen before you ask
- Scan when there is a reason to continue
- Ask only what the next action needs
- Say what happens next
Avoid
- Scanning before any conversation
- Reading out a long form
- Promising a resource or meeting you do not record
- Leaving the note until the end of the day
Reference
Two ways to staff the workflow
| Approach | How it works | Best when |
|---|---|---|
| One person does everything | The person talking scans, asks the questions and writes the note | Traffic is moderate and staff are experienced |
| A conversation lead and a capture partner | One person talks and a colleague scans, asks the questions and writes the note | Traffic is heavy or the conversations are long |
| Greeter scans, specialist deepens | Greeters scan and ask the basics, and a specialist takes promising visitors further | You have different levels of product knowledge |
Reference
Adapt the script to the visitor
| Visitor | What to do |
|---|---|
| A promising prospect | Scan, ask the two or three key questions, write a note and agree a next step |
| A customer | Greet by name, note the topic and route to the account owner |
| A student, supplier or job seeker | Be kind and brief, and either skip the scan or mark the type so they are not routed as a lead |
| A visitor who declines a scan | Respect it and offer a card or a link to a resource |
Worksheet
Worksheet: capture workflow plan
| Capture methods and fallback order | |
| Two or three questions to ask | |
| Note format | |
| Priority levels | |
| Owner rules | |
| Next actions to choose from | |
| Sync and quality checks |
Frequently asked questions
How should staff move from conversation to record?
Understand why the visitor stopped, check relevance, ask permission, capture the details, ask two or three questions, record a short note and agree an owner and next step.
When should staff scan a badge?
When the conversation has a reason to continue, and after asking permission where practical. Avoid scanning everyone who walks past.
What should booth staff say when scanning a badge?
Say what you are doing and why, for example: may I scan your badge so I can send you the information we discussed?