Customer service is the cornerstone of a successful business, and communication is perhaps the most important aspect of customer service. Sometimes a breakdown in communication can cost you a customer.
My real-life story:
A few weeks ago, my in-laws were in town for a weekend visit. We decided to treat ourselves to lunch at a very nice local steakhouse. Good food with people we love . . . what more can you ask for?
After placing our order, we began talking and catching up since our last visit together.
No food, no waitress, just 5 hungry stomachs.
And the most frustrating part of it all? The waitress did not stop by our table to give us a status update. She could have said, “I’m so sorry, folks, but there’s been a mix-up in the kitchen. Your food will be delayed for a little bit.”
In fact, she avoided our table completely. She buzzed around her other tables, happily serving them drinks and talking with them, but it was almost as if she was afraid to check in with us.
If she had just stopped by and told us what was going on, we would have been much more patient and understanding. Was our food good when it finally did arrive? Yes, but our experience left an unpleasant “taste” in our mouths about that restaurant.
The application for online sellers:
Your customers might not be hungry, but they probably are eager to receive their online purchases. Make an extra effort to keep your customers “in the loop” and informed about shipping dates and/or custom orders.
They will appreciate it, and they might even become a repeat customer, simply because you communicated effectively with them.
photo by Julia Rosien