Talk Is Cheap

Writen by Rick Stephens

It has been my experience that most companies do not go far enough when it comes to communicating with their customers. Communicating effectively with your clients can be one of the most significant customer satisfiers in your arsenal.

I was working with a company that provided shipping services. The customer would call this business to pick up a package and process it via UPS or FedEx. As part of their process, they would record the incoming call from the client, schedule a pickup, leave the client a receipt for the pick up, and take the package back for processing. The next morning, all of the tracking codes for the packages that were shipped the previous day were emailed to the appropriate sender.

Over time the business began loosing customers. As it turns out, the customers were contacting UPS and FedEx themselves, bypassing the business and paying more to ship their package. Upon investigating why the customers were defecting, the company was told that by contacting the carriers directly, they felt more at ease that the package was on its way because the carriers would give them the tracking number immediately.

The business made a simple change in its process and restored most of their customers. Instead of waiting until the next day to send the tracking numbers, they began sending them immediately after processing the package. In addition to this communication, they implemented another step that let the client know as soon as the package had arrived at the processing location following the pickup. By implementing these two simple communications they were able to eliminate the uncertainty their customers were experiencing.

Never underestimate the power of communication. It is an easy way to turn satisfied customers into loyal customers. Talk is cheap and a great way to gain customer confidence.

To Your Success -

Rick is a recognized business advisor and consultant. He specializes in working with small to mid-sized business owners to strengthen their business processes and ultimately grow their business. Rick has been accredited by the Institute for Independent Business, an International accrediting body for senior executives. Rick holds an MBA from the LeTourneau University located in Longview, Texas. Rick Stephens is the Principle Advisor of the Consulting firm RG Stephens & Associates located in Plano, Texas. Rick offers business owners the opportunity to meet confidentially to discuss any business issue they may be experiencing. His initial meeting is always free and without obligation. Call him at 972-578-7895 or via his website at http://rgstephens.com to arrange for an appointment.