Consistent Communication is Everything
Scott
Last Update 2 months ago
Different generations communicate in different ways. Some are annoyed that you don't call and only text or email. Other are annoyed that you call and don't text. Email to some is a bygone era of effective communication for the immediately important things. Text is king. Without adequate communication, transparency and ultimately trust are at stake. What are we getting at?
In order to offer ideal communication with your consumers, you need some basics in place:
In order to offer ideal communication with your consumers, you need some basics in place:
- Create a Communication Plan: Failing to plan is planning to fail. Know your audience. Know the tech available to communicate. Write out clear and concise plan. Train the staff and stick to it as if your business life depended on it. It does!
- Offer Options: Once you know your communication plan, offer those communication options to the consumer. Do they prefer a call? Do it. Do they want reminders? Automate them.
- Use Groups: Creating a group of people who can answer consumer questions or who have access to the same email or text group can alleviate unclear or missed communication from your consumers. Plus, it forces you delegate responsibility (something very hard to do for many business owners). To grow and maintain a healthy business, you must delegate...or die.
- Crisis: One of the things many businesses do badly is crisis communication. This is a part of your communication plan but deserves special attention because you seldom think clearly once crisis strikes. Could you respond quickly if a major event affected your business communications? Do you have off-site or backup records to keep things going?
- Be Consistent: Channels of consumer communication must be consistent. There is nothing worse than hearing two different answers to the same problem. The same answer across all communication platforms is key.
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