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To Solve Problems, Try a Little Over-Communication

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People can deal with problems and delays. What they can’t deal with is uncertainty.

When problems arise with a repair or service, keep customers fully informed. In fact, your goal should be to keep them over-informed.

If a customer is waiting for a repair, for instance, don’t make them wait to learn about the repair’s status.

Send them regular updates (daily) by email or phone message, and if the status of the repair changes in any way, call the customer immediately to let them know.

The key to overcoming problems is sincere effort and constant communication. As Tom Peters puts it, “Don’t just communicate. Over-communicate!”


This story was originally published in July 2013.

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Wilkerson Testimonials | MSG Jewelers

Wilkerson Takes the Worry Out of Closing

MSG Jewelers has always treated its customers like family. When owner Mike George decided to retire and close the doors of his St. Louis, Missouri jewelry store, he selected a company to manage his going-out-of-business sale that treats its customers like family, too. That’s why he chose Wilkerson. “Wilkerson was able to do all the things that we needed,” says George. In the end, the bittersweet store closing was so much easier with Wilkerson at the helm. From marketing to pricing to inventory, Wilkerson does it all. “It’s a package deal,” says George.

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Brainstorms

To Solve Problems, Try a Little Over-Communication

mm

Published

on

People can deal with problems and delays. What they can’t deal with is uncertainty.

When problems arise with a repair or service, keep customers fully informed. In fact, your goal should be to keep them over-informed.

If a customer is waiting for a repair, for instance, don’t make them wait to learn about the repair’s status.

Send them regular updates (daily) by email or phone message, and if the status of the repair changes in any way, call the customer immediately to let them know.

The key to overcoming problems is sincere effort and constant communication. As Tom Peters puts it, “Don’t just communicate. Over-communicate!”

Advertisement

This story was originally published in July 2013.

Advertisement

SPONSORED VIDEO

Wilkerson Testimonials | MSG Jewelers

Wilkerson Takes the Worry Out of Closing

MSG Jewelers has always treated its customers like family. When owner Mike George decided to retire and close the doors of his St. Louis, Missouri jewelry store, he selected a company to manage his going-out-of-business sale that treats its customers like family, too. That’s why he chose Wilkerson. “Wilkerson was able to do all the things that we needed,” says George. In the end, the bittersweet store closing was so much easier with Wilkerson at the helm. From marketing to pricing to inventory, Wilkerson does it all. “It’s a package deal,” says George.

Promoted Headlines

Most Popular