Templates & checklists

The question pre-flight checklist

Seven checks the agent runs before any question may reach the operator. Only when all seven come up empty may the question be asked.

How to use it

Print it, pin it, or encode it in your agent's standing files. The detail will differ in your household; the rule underneath transfers: the agent exhausts its own records before it spends your attention, and "I could not find it" has to mean it looked everywhere, not somewhere.

The checklist

• Memory searched, with several phrasings.
• Direct relationship records checked.
• Duplicate or stub identities ruled out.
• The last seven days of workup files read.
• The people pages checked.
• Every comms channel searched.
• For photo questions: does the operator appear in the photos at all?

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