Customer flow pilot checklist

Original AAG worksheet, 13 October 2026. Planning aid using anonymous observations.

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Business or project:

Date and reviewer:

Define the promise

Booking, waiting-list entry and enquiry have different meanings and messages.
The venue can explain when a place is confirmed and what can change it.
One person owns the next action in every state.

Notes, evidence and next action:

Observe before changing

Choose the service period and observation method.
Use anonymous party references, not customer names or phone numbers.
Record missing observations as missing; do not invent timestamps.
Note staffing, demand and unusual events affecting the comparison.

Notes, evidence and next action:

Rehearse exceptions

Late arrival or incomplete party.
Preferred staff member or suitable table unavailable.
Customer cannot receive messages.
Duplicate entry or incorrect status.
Connection failure and agreed fallback.
Notification could not be delivered.

Notes, evidence and next action:

Review the pilot

Define waiting time consistently.
Count the observations and state the period.
Review why people left as well as who was served.
Ask whether customers knew what would happen next.
Include setup, training and support effort when assessing value.
Decide continue, revise or stop, with a named owner.

No business outcome or legal compliance is guaranteed by completing this sheet.

Source article: https://angloascotgroup.com/journal/hospitality-queues-bookings-customer-flow-blueprint

Notes, evidence and next action: