Operational Risk - Lack of Diary consistency

We went to visit a client yesterday. He wasn't there. He doesn't keep a diary!!!!! and forgot we were visiting. Point number 1 for our report to him!
Met a client today where 90% of the office uses "outlook diary", but office manager and senior partner using paper diaries, and have insisted all staff also use paper diaries. This has resulted in unnecessary duplication and errors (one involving a court case hearing date this week). Again, we have our first item to include in our report, but will also recommend suitable training in house for those who are "afraid" of what new technology can mean for them. The benefits of keeping a consistent diary system with access for others where necessary are many and result in better/faster communication and most importantly - clients/visitors who do not get upset.