WE HAVE ALL HEARD IT, HAVEN’T WE. COMMUNICATION IS THE KEY TO EFFECTIVE BUSINESS MANAGEMENT AND CUSTOMER RELATIONS.
You want your business to be seen as a strong and trusted brand right? What better way to do that than to treat your valued customers with respect and honesty.
Consider the recent disruption to flights to and from Bali. Depending on which airline customers were travelling on, the experience that these people had in terms of understanding the situation at hand were vastly different. Having a clearly defined proactive process, to deal with these unforeseen circumstances can mean the difference between salvaging a relationship with a client or cementing your business position in their mind as a professional organisation.
All customers really want to know is what is happening, how the situation is and how it relates to them, ‘what’s in it for me?’. We have all been there. If things don’t go to plan whether you are a mechanic or a retailer, being honest with the customer reinforces their value to your business by respecting them enough to be truthful.
Insure your business, establish a clear communication process for when things don’t go to plan. Imagine what could go wrong, and what should happen if it does. How quickly can you react to rectify the situation? If your communication system is unresponsive or there is a considerable lag time between question and answer, this will only magnify the customers irritation or feeling of being kept in the dark.
Do your reputation and your team members a favour. Create and implement a well structured and proactive response program and transform what could potentially be a public relations nightmare into an amazing customer service experience.
What purpose does great communication serve in terms of marketing you may ask? Think… Word of mouth. Or these days, word of mouse.