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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

If It’s Time to Consolidate, It’s Time to Call Wilkerson

When Tom Moses decided to close one of the two Moses Jewelers stores in western Pennsylvania, it was time to call in the experts. After reviewing two candidates, Moses, a co-owner of the 72 year-old business, decided to go with Wilkerson. The sale went better than expected. Concerned about running it during the pandemic, Moses says it might have helped the sale. “People wanted to get out, so there was pent-up demand,” he says. “Folks were not traveling so there was disposable income, and we don’t recall a single client commenting to us, feeling uncomfortable. It was busy in here!” And perhaps most importantly, Wilkerson was easy to deal with, he says, and Susan, their personal Wilkerson consultant, was knowledgeable, organized and “really good.” Now, the company can focus on their remaining location — without the hassle of carrying over merchandise that either wouldn’t fit or hadn’t sold. “The decision to hire Wilkerson was a good one,” says Moses.

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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

If It’s Time to Consolidate, It’s Time to Call Wilkerson

When Tom Moses decided to close one of the two Moses Jewelers stores in western Pennsylvania, it was time to call in the experts. After reviewing two candidates, Moses, a co-owner of the 72 year-old business, decided to go with Wilkerson. The sale went better than expected. Concerned about running it during the pandemic, Moses says it might have helped the sale. “People wanted to get out, so there was pent-up demand,” he says. “Folks were not traveling so there was disposable income, and we don’t recall a single client commenting to us, feeling uncomfortable. It was busy in here!” And perhaps most importantly, Wilkerson was easy to deal with, he says, and Susan, their personal Wilkerson consultant, was knowledgeable, organized and “really good.” Now, the company can focus on their remaining location — without the hassle of carrying over merchandise that either wouldn’t fit or hadn’t sold. “The decision to hire Wilkerson was a good one,” says Moses.

Promoted Headlines

Most Popular