Managing your Jump waitlists

Some partners have asked for advice about managing their waitlists. We understand many are having difficulty contacting customers who have been added to the waitlist and the question then is how much effort do you put into following up with people who are difficult to contact.

The Auckland Library team discussed this at a recent Jump Community of Practice and agreed to set aside modems for up to 7 days; some felt it didn’t even need to be as long as this, as we are continuing to face up to six week delays in the supply chain.

We support the idea of a definite timeframe being communicated to customers and agree it should be no longer than 7 days. We find many people are reluctant to answer calls from unknown numbers but can be responsive to text messages when they know it is about Jump.

I know some partners try time and time again to contact these customers, but my advice is that one call is all that is necessary – leave a message if possible (voice or text). The ‘reserved’ modem should then be released for distribution after 7 days. This practice should be explained to customers at the time they are added to the waitlist. They should also be encouraged to take responsibility for checking in with you from time to time as well.

Partners are welcome to leave unresponsive names in the Waitlist section of their Jump registers but they eventually ‘expire’ (currently after 6 weeks) when it comes to influencing modem re-order quantities.

You are also welcome to add your own notes in column H of the register and contact details in columns I to N.