Communication is key. We hear that time and time again, and yet so many instances occur where communication simply fell apart. Can you think back to the most recent situation where a simple adjustment to how a business or friend communicates with you could have avoided a large scale problem from occurring. We've all been caught up in something like this at one point in our lives, and I'm definitely not pointing fingers. What we can learn from a situation like this is priceless.
Communication is Customer Service
With regards to how a business communicates with a customer, it's the cornerstone of good customer service. In a most recent incident today I watched a business's communication lines fall completely apart, resulting in finger pointing and he-said/she-said. The fact that the business assumed they were fixing a situation without consulting with us first made the situation worse, and on top of that, rather then taking full responsibility and offering compensation, they started to play the blame game.
The results? A complete turn-off to any future business dealings in the near future. Will I walk away forever? It's hard to say, I'm always up for giving second chances.
When a company assumes what their customers want, when a business pushes something they think their customers will use, the end result can only end badly. Rather than assume, communicate with them. Hold a focus group, pick up the phone, talk to some of your regulars, it can go a long way.
So now that you've had time to think of a few cases where communication may have fallen apart, what instances would you like to share and how did you resolve it?
Photo Credit Bob.Fornal
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