What was agreed with a customer usually lives in one person’s head. On their record, it survives the person being off that day.
Businesses accumulate understandings: this customer takes delivery only after four, that one’s accounts pay on the fifth, this one was promised the old rate until the season ends. None of it fits in a bill, and all of it matters.
Kept as a note against the party, it is visible to whoever opens their record. That is what lets somebody else serve the customer properly when the person who made the promise is not in.
Where their bills and balance already are.
What was agreed, promised or noticed.
Visible to whoever serves them next.
Over time, the account has a memory.
The customer before and between the bills: the inquiry that came in, the lead someone is chasing, the appointment that was booked, and the credit you are prepared to extend. Everything attaches to a party, so a customer’s history is one thread rather than several.
This area earns its keep in the gaps — the follow-up nobody remembered, the appointment nobody confirmed, the limit nobody checked before billing.
The other things kept against a party.
Whoever can open that party’s record, which is governed by their role.
No. A follow-up has a date and demands action; a note is memory you want the next person to have.
On the party, beside their bills, balance and history.
The promise made at the counter should outlive whoever made it.
