How many times have we heard the cliché that “communication is key”? Or, that it’s better to over-communicate to avoid misunderstandings?
In customer relationships, it is not enough to merely communicate. Here’s a recent experience of mine that I believe proves that how often you are communicating with your customers and what you are actually saying, is even more important. Is your message sincere? Or is it just lip service?
Last summer, a storm rolled through Minneapolis and caused damage to our siding and roof. After many “storm chasers” knocked on our door to offer services, my husband and I decided to go with a contractor who was recommended from a friend, and who lived in our area. We had an initial meeting to discuss the work that was needed, and decided to add-on some additional home improvement items. Our contract was signed and we were excited to have the work begin.
And then we waited. And waited. And waited.
Just waiting for the work to begin was agonizing. We signed our contract in August, with the promise that the work would be completed in time for Thanksgiving. But we waited. Waited for materials to be delivered, for a dumpster to be delivered, for any communication of a timeline. Anything.
We finally reached out to our contractor, who instead of taking a proactive approach and communicating with us a plan about the work schedule, left us hanging with multiple excuses of “I haven’t heard from the siders yet” or “I’m waiting for the shingles to be delivered” or “the materials were delayed from the factory” or “I ordered the wrong garage door,” or … or … or. At one point, we actually received a message that said: “We haven’t forgotten about you. Sorry about my crummy communication skills. I’ll let you know as soon as I know a better timeline.”
After every excuse, we waited days to weeks with no communication or updates, which caused us to become upset and frustrated. It seemed as if we were always the ones to be reaching out to him, instead of him contacting us first. But more importantly, when he did finally respond to us, he’d make promises he wouldn’t deliver on. So we lost faith in his words.
So the question here is, how do you stay in touch with your customers? When their boat is in for service, do you wait hours, days, a week or even a month before providing an update? When that part finally shows up, do you let the customer know, or do you just let the technician know? When your customer’s new boat is on order, are you diligent about communicating updates from the factory with them?
It is not enough to just communicate. That is the basic expectation. What you say and how you say it is just the first step. If you wait until the customer asks, you’re not meeting expectations. You need to be proactive with your communication. Think through what it’s like to be the customer and how you can exceed expectations and deliver an incredible buying and ownership experience. And never forget that your follow-through — what you do after you make the promises – is what truly defines the quality of the customer experience.
