Communication in the field

Good morning fans and consumers alike,

Today is going to be all about communication. That's right, you know that uttering that passes through your lips when you move them? That thing that your wife lives for and makes a difference between sleeping in your bed or the doghouse? Well, communication is ever so critical in just about everything that we do and nothing will kill consumer confidence more than bad communication.

Whether it is in writing, verbal, email, fax, phone, gestures or even smoke signals (you get it, right?), if you do not communicate with your consumer, you will not hear back from them. I guarantee it. Keep in mind that how and what you communicate builds confidence and follow through seals the deal.

How do you ask your patrons questions? Better yet, how do you ask your provider questions? What do you ask and how do you respond? A rule I like seeing used is to think about your issue before you pose your question and be direct as possible.
A sure way to confuse the tech that is coming out to your home or business is using jargon you do not understand. Keep it simple; describe what you are asking in simple terms that are easily understood. That way, the tech you're talking to will not only understand, but will return the favor. You should never expect yourself to be on the tech level with the tech. After all, the tech is only as human as you'll allow them to be.

Expectations . . . now this is quite a whammy when not clearly communicated. When asking a tech what they can do for you, be clear about what you expect from them and their service at the end of the day. After all, you're paying them money (sometimes VERY GOOD money) to resolve an issue that is preventing you from going about your digital life. Techs should be very clear while they communicate with you; asking for a confirmation of their interpretation of your issue, your hopeful resolution and what it would take to accomplish the task at hand. At the end of the day, both parties should be able to walk away with confidence in the knowledge that you're both on the same page.

There is nothing like feeling that you have recieved bad service or, from a tech perspective, feeling like you failed the customer. In about 99% of all incidents that cause either one (and yes, techs have feelings too), bad communication is at the root. Often times the tech provides a service based on an assumption and interpretation of the customers issue without any confirmation at all:

Just when the tech gets back to the shop and is patting themselves on the back for a job well done, they get a call or email from an aggitated consumer who claims to have received bad service or not the service that they just emptied their bank account to pay for. Then what? The tech is bewildered and confused, calls the customer to find out what is wrong with their service and what to do to make it right only to have a discussion that reveals a keyword that sparks the revelation that you assumed one thing when it was clearly another. This leads to another trip, more gas, more work (and a free service) an apology and breaking just as even as if you never went in the first place.

The customer is always right, but you'll never have to worry about that as long as you provide a good service and good communication.

Follow up . . . Following up after you provided a service is perhaps the greatest communication tool a tech has. A phone call or an email is as good as gold if you use it. Nothing makes a customer feel as important or confident in their investment in you or your company than a call or email to check up on them and see how things are going. Believe me, customers remember. The same is good in reverse. Nothing makes a tech happier than to know that they provided a great service. So, feel free to check up on your customers or send a testimonial to your tech.

Remember, if you practice and offer good communication, everyone goes to bed that night in their own bedrooms and not in each other's doghouses!

Have a great day! Until next week . . .