A Great, Pro-Active Episode 8
Have you ever tried to contact customer service and didn’t receive a prompt response, or perhaps never received a response? It’s very frustrating. Without a response (beyond an automated response), you will feel ignored and unimportant.
That’s exactly how your clients and customers feel when they don’t receive a response from you.
You might be actively working on the client’s issue, but that doesn’t matter. If the client is not receiving updates, if they are not being actively updated on the situation, they will assume the problem is not getting fixed.
The most important part of providing a service is pro-active communication, and that’s what this episode is all about.
Behind Episode 8
Episode 8: Don’t Leave ‘Em Hanging is inspired by a story of miscommunication and assumptions. It goes like this, roughly:
Jill was so frustrated at the beginning of the call. As the COO of the company, she was responsible for fixing the problem. Near the middle of the call she was still frustrated, but now she understood a little bit about the problem.
As Jill listened to their software developer describe the problem further, she started to calm down. Her team had contacted customer support and received an automated response, but heard nothing after that. She was made aware of the issue and called the Service Manager directly the next day, and it seemed like the problem would get resolved soon. But then the software development team got their wires crossed and, even though they were fixing the problem, they never told Jill or her team. The problem was urgent and she needed it fixed ASAP.
The names and details of this story have been changed, but the lesson is still the same and it is illustrated by the story in Episode 8: Don’t Leave ‘Em Hanging.
Train Your Team
The most important part of providing a service is pro-active communication, and that’s what this episode is all about.
Habitly subscribers can watch Episode 8 now. Let it serve as an excellent reminder to always pro-actively communicate with clients about any problems, especially urgent problems.
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