Documentation is a crucial element of what you do as a computer consultant.  Even if you use a paper based work order system (not something I recommend), you should still keep a carbon copy of the work order in a file for that client.  Obviously, a computer program or database is preferred, but many consultants still use the paper based system so just make sure you at least keep the carbon.

If you ever have the day when you are in litigation with a client/former client for any reason, you will be very happy that you kept this documentation.  At a minimum keep the date/time, who made the appointment, what you did for that client, and end date/time.  I recommend much more than this, but this should get your started.  When I say “what you did for that client” I mean with specifics.  Detail *everything* you did or discussed.

The flip side to this is that during deposition, opposing counsel will try to rip apart what you did by using your documentation against you.  There are ways to deal with this and as long as you keep good records, you’ll be much better off.

Better reasons, other than covering your backside, is client experience.  You can go back and review historical data per client and forecast, plan, and act long before you would if you didn’t have the data.  How many times have you had the same problem on the same server?  Can you answer this question?  You should be able to so start documenting today!

-Zachary M. Morvik