Connect with us


To Solve Problems, Try a Little Over-Communication




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.




Wilkerson Testimonials

Wilkerson Helped This Jeweler to Navigate His Retirement Sale Despite a Pandemic

Hosting a going-out-of-business sale when the coronavirus pandemic hit wasn’t a part of Bob Smith’s game plan for his retirement. Smith, the owner of E.M. Smith Jewelers in Chillicothe, Ohio, says the governor closed the state mid-way through. But Smith chose Wilkerson, and Wilkerson handled it like a champ, says Smith. And when it was time for the state to reopen, the sale continued like nothing had ever happened. “I’d recommend Wilkerson,” he says. “They do business the way we do business.”

Promoted Headlines

Most Popular