Client Communication | Some Things To Consider
Holding on to my headset while I was waiting for a customer service representative from an internet service provider to take my call got me to thinking about communication. Marketing is a necessary expense for most businesses and recognizing this need they spare no expense. What comes after the marketing efforts is what has me concerned.
Marketing can highlight a wonderful product and bring increased revenue or just as easily bring your downfall. For instance, I have been looking at an ad on the local newspaper for the last week from a new ISP who promises high speed at lower rates. I decided to give them a call. On my first call I got their voicemail and was invited to leave a message. I hung and tried later. On my second attempt again I was given the prompts and placed on hold for the CSR. It took 25 minutes of my time before she finally came on and as it turns out she could not answer my questions.
Lower priced internet? It will most definitely cost more to switch because time is money and any time spent on the phone waiting to speak to someone who cannot answer my question is a waste of time and money.
Which brings me to my point about communication, I have highlighted some things to consider or your downfall will be closer than you think!
- Inform your client or customers of any changes in your service be it major or minor. They need to be aware and they need to hear it from YOU.
- Take control of your communication, don’t not rely on word-of-mouth to communicate to your customers. By doing so you leave room for you message to become distorted.
- Customers want it now! Do not try to inconvenience your customers, we do not want a recording or to be placed on hold for an unreasonable amount of time. Our time is money.
- Service with a smile. It may be the only thing that could set you apart from the competitors.
After that experience on the phone I really appreciate the effort of my current ISP because I never have to wait to speak to a rep and they always have the answers. Of course they charge more but for me the value is in the experience.
CRG
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