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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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Thinking of Liquidating? Think: Wilkerson

When Peter Reines, owner of Reines Jewelers in Charlottesville, VA, decided it was time to turn over the “reins” of his 45-year-old business to Jessica and Kevin Rogers, he chose Wilkerson to run his liquidation sale. It was, he says, the best way to maximize the return on his decades-long investment in fine jewelry. Now, with new owners at the helm, Reines can relax knowing that the sale was a success, and his new life is financially secure. And he’s glad he partnered with Wilkerson for this once-in-a-lifetime opportunity. “There’s just no way one person or company could run a sale the way we did,” he says.

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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

Thinking of Liquidating? Think: Wilkerson

When Peter Reines, owner of Reines Jewelers in Charlottesville, VA, decided it was time to turn over the “reins” of his 45-year-old business to Jessica and Kevin Rogers, he chose Wilkerson to run his liquidation sale. It was, he says, the best way to maximize the return on his decades-long investment in fine jewelry. Now, with new owners at the helm, Reines can relax knowing that the sale was a success, and his new life is financially secure. And he’s glad he partnered with Wilkerson for this once-in-a-lifetime opportunity. “There’s just no way one person or company could run a sale the way we did,” he says.

Promoted Headlines

Most Popular