As we all move into working from home and relying more on email and text and calls some firms really Really REALLY have to up their game with communication.
So, firms out there listen up....
1. You Can't assume your customer knows what you're doing, you have to let them know...
2. When your customer sends you a text, or email, or leaves a voice mail with a clear question... Answer them, even if it's with a "I'll get back to you". Close that communication loop every single time a customer communicates.
3. Follow up, set a time limit or batch replies to a customer together so you touch base with them in a timely fashion, if you're working day to day, reply at least every 2 days, if you're working week to week reply at a bare minimum once a week.
4. When deadlines are looming, and you're working hard to meet it, tell the customer... If you don't they're free to assume you're not working well for them.
And failing in any one of these areas of communication is, to me, a clear indication to stop using that service, in these days of need and tight budgets and failing businesses, those whom are bad at communicating will loose custom, they'll then loose revenue and they will fail, the good ones will keep custom will keep revenue and survive.
These days of strife are pushing on us an era of cutting the crap.
Companies, cut the crap customer service.
No comments:
Post a Comment