Follow-up gap
A promise or request inside a conversation that was never answered, such as a callback, a price or a document the customer asked for.
Use this definition in team training or when clarifying a sales note.
Definition
A follow-up gap is the distance between what a customer asked for and what they received. The customer asks for a written quote, a copy of the policy terms, a photo, or a call when a time slot opens, and the rep agrees. Then nothing arrives.
Gaps usually happen because the promise lived only in the rep’s memory. If it was never written into the CRM before the next call started, it is unlikely to be kept.
Why it matters
A broken promise costs more than no promise, because the customer noticed and drew a conclusion about your company. Follow-up gaps are also easy to work: the customer already told you exactly what would restart the conversation, so the next contact writes itself.