Communication: More important than ANYTHING

I would have put this post up yesterday, but I couldn’t because I spent the entire day waiting for Verizon to come and install my internet and phone line in my new office. It wouldn’t have been so bad if they hadn’t set me up for disappointment by setting the appointment time between 8 am and 12 noon.

Steam may not have been rising out of my ears at noon if they’d call to tell me that their technician was tied up on a previous call.customer service

My voice may not have sounded so strained if, before they missed the second deadline of 2 pm, they called to tell me that they were pushing it until 5 pm, and if the employee arrives at 4:59 pm I’m to wait until he’s finished.

I wouldn’t be thoroughly disgusted with them right now if ANY communication about their poor scheduling was initiated by them instead of me. Or, if I hadn’t waited on hold for over 30 minutes calling them each time.

This post isn’t simply to rag on Verizon, although God knows they deserve it. Sadly, bad communications happen all the time. The result is always an angry, possibly former customer.

And it is almost always avoidable.

Most people are kind, patient and understanding… but they aren’t when you treat them with disdain. Not communicating is always interpreted by the customer as your company not caring. Contacting them as soon as you know of an issue avoids a lot of the negative experience issues they’ll have if you don’t.

Think about it this way: for every single dollar you spend on marketing and positive PR, one bad episode of non-communication can repay that, times 10, with negative publicity. Think about it, what do you do when you’ve been mistreated by a company? For one, you probably blast them on your social media network, more than likely complain about them when you get together with your friends. If you have a blog & you’re a marketer like me, you probably craft a post based on your bad experience.

That’s a whole lot of organic negative pr going on about a company for simply blowing the communication.

Even if my high-speed internet is rip-roaring fast and never a problem, I’ll have a sour taste in my mouth for how lousy I was treated from the outset. Your customers are no different. You may deliver the greatest product in your industry, but if you blow the communications and make you customer feel like you don’t care about them, their network will hear all about it.

  • More than one company has lost my business thanks to poor communications. Sometimes having a quality product isn’t as good as having a quality communications system.

  • Rsreed

    agreed!